LHC QA — Quality Assessment Extension

This extension adds Quality Assessment (QA) scoring for chat conversations in Live Helper Chat. Operators can fill QA evaluation forms for closed chats, and QA scores are displayed in the chat list and agent statistics.

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Features

• QA column in the chat list — shows QA scores and allows filling/viewing QA evaluations directly from the chat list.
• Agent statistics integration — displays per-agent "QA Score" (average %) and "QA Chats" (count of evaluated chats) in the agent statistic table and department performance widget.
• Settings page — configure a default internal form for QA evaluations and assign separate surveys per department.
• Export support — QA columns are included in XLS exports of agent statistics.

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Setup

1. Copy the lhcqa folder into extension/lhcqa/.

2. In lhc_web/settings/settings.ini.default.php, add lhcqa to the extensions list:

   'extensions' => ['lhcqa']

3. Clear the cache from the Live Helper Chat admin panel.

4. Create an internal form (Admin → Forms) that operators will use during QA evaluation. Add rating fields (e.g., stars, dropdowns, text areas) as needed. The form's attr_int_1 field will be used as the QA score.

5. Go to System → QA Forms (/site_admin/qaform/settings) and select the form you created.

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Per-department surveys

The settings page supports a default QA survey (form_id) plus optional per-department overrides.

• Default survey — the Choose a form to use for QA dropdown. Used for any chat whose department is not explicitly assigned to another survey.
• Per-department surveys — one row per internal form: [form name] | departments multi-select. Every department listed in a row uses that form.

Stored as:

$data['form_id'] = <default_form_id>;
$data['survey']  = array(
    <form_id> => array(<dep_id>, <dep_id>, ...),
    ...
);

Resolution rules:

1. If the chat's department is assigned to a survey, that survey is used.
2. Otherwise the default survey (form_id) is used.
3. If nothing is configured, the QA column is hidden.

Agent statistics aggregate QA score/chats across all configured surveys (default + per-department).

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Permissions

The extension defines the following permission functions under the lhqaform module:

Permission	Module / Function	Description
Configure QA	lhqaform → configure	Access the QA Forms settings page to choose which form to use.
See QA details	lhqaform → see_detailed	View detailed QA evaluation results for a chat.
Fill QA form	lhqaform → fill	Permission to fill the QA evaluation form.
Fill private forms	lhform → fill_private	Required alongside lhqaform,fill to submit QA evaluations via the chat list modal.

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Usage Scenarios

1. View QA score and details only (read-only)

Give the operator these permissions:

• lhqaform → see_detailed

With this permission, the operator will:

• See a "QA" column in the chat list.
• For chats that already have a QA evaluation, the QA score (e.g., 85%) is shown as a clickable button.
• Clicking the score opens a modal displaying the detailed QA evaluation (filled form fields).

The operator cannot fill or submit new QA evaluations.

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2. View QA score and fill QA evaluations

Give the operator these permissions:

• lhqaform → fill
• lhform → fill_private

Optionally also grant:

• lhqaform → see_detailed — to view detailed results of previously filled QA forms.

With these permissions, the operator will:

• See a "QA" column in the chat list.
• See a "QA" button next to each chat in the list.
• Clicking the button default internal form and optionally assigns per-department surveys via QA Forms Settings.

2. When an operator fills the QA form for a chat:
   • The survey is resolved from the chat's department (falling back to the default survey).
   • The form submission is stored in lh_abstract_form_collected.
   • The QA score (attr_int_1 of the collected form) is saved to the chat's chat_variables as qa_chat_score.
3. The chat list "QA" column reads qa_chat_score from chat variables.
4. Agent statistics aggregate QA scores and chat counts per operator from lh_abstract_form_collected joined with lh_chat, across all configured surveys

Give the operator:

• lhqaform → configure

This grants access to System → QA Forms (/site_admin/qaform/settings) where the QA evaluation form can be selected.

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Permission Assignment

1. Go to System → Roles in the admin panel.
2. Create or edit a role (e.g., "QA Reviewer").
3. Under Module: select lhqaform and check the desired functions.
4. Also check lhform → fill_private if the role should be able to fill QA evaluations.
5. Assign the role to users or groups under System → Groups.

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How It Works

1. An admin selects an internal form via QA Forms Settings.
2. When an operator fills the QA form for a chat:
   • The form submission is stored in lh_abstract_form_collected.
   • The QA score (attr_int_1 of the collected form) is saved to the chat's chat_variables as qa_chat_score.
3. The chat list "QA" column reads qa_chat_score from chat variables.
4. Agent statistics aggregate QA scores and chat counts per operator from lh_abstract_form_collected joined with lh_chat.

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Templates Overridden

Path	Purpose
lhchat/lists_chats_parts/column_end_multiinclude.tpl.php	Adds "QA" column header in chat list
lhchat/lists_chats_parts/column_end_row_multiinclude.tpl.php	Adds QA score/button in each chat row
lhstatistic/tabs/part/agentstatistic/table_header_after_offline_multiinclude.tpl.php	Adds QA columns to agent statistic table
lhstatistic/tabs/part/agentstatistic/table_content_after_offline_multiinclude.tpl.php	Populates QA data in agent statistic rows
lhstatistic/tabs/part/agentstatistic/table_average_after_offline_multiinclude.tpl.php	Adds QA averages row
lhstatistic/tabs/part/agentstatistic/table_header_collspans_append_multiinclude.tpl.php	Adjusts colspan for QA columns
pagelayouts/parts/modules_menu/extension_module_multiinclude.tpl.php	Adds "QA Forms" menu link