The quality management module helps you to define, measure, analyze and improve your contact center KPIs.
The module is used for manual evaluation of customer-agent interactions. When scheduling reviews you can selected interactions based on:
- contact center meta data (agent, skill group, call duration, etc)
- speech tags and categories assigned by speech analytics module.
- questions (several types are supported) grouped in a section
- configurable weights weights of questions and sections
- special calculation rules to override the score of question/section
- visibility rules to enable or disable a question/section based on how a specific question is answered
QM leader and supervisors can use review scheduler to plan evaluation of specific interactions.
Here is what you configure when planning a review:
- interaction filter, including contact center meta data and speech analytics categories
- agent/group and evaluation form
- interaction period (eg "last month")
- reviewer
You can plan an adhoc review selecting the interaction from the list. Or you can configure a schedule to create new reviews automatically.
Special calibration reviews are supported to test a newly created evaluation form.
- speech analytics module identifies problematic conversations and marks them with speech tags;
- the pre-configured schedule automatically creates new review with marked conversations and notifies an reviewer;
- reviewer performs a review of the selected interactions.
- supervisor plans agent training.
This way your reviewers evaluate problematic, but not random interactions.
The evaluation form allows users to provide a positive or negative feedback using Things To Improve and Things To Maintain text areas.
Depending on the questionnaire settings the evaluation results may be revealed to an agent, who has the right to appeal the score.
Based on the feedback from the agent, the reviewer or supervisor may adjust the scores (the previous scores are stored as well).
A set of built-in reports allows contact center managers to:
- track the agent and team skills over time,
- compare agent teams,
- view the volume of reviews performed by reviewers.
