Quality Management

Quality Management (QM) provides flexible tools that help you monitor and improve agent performance.

Using QM, you can build evaluation forms and plans. You can then take the plans and distribute them along with a form to test agent interactions. Based on the evaluation results, you might decide to design coaching sessions for employees to improve their skills.

Quality Management Score Metric

Quality managers want to assess agents using the same calculation that their organization uses for performance assessment. The slightest difference in a calculation can affect the outcome.

Depending on the license, QM offers additional capabilities:

• QM Advanced provides you with further insights into agent performance using categories to analyze all your voice and text interactions. Those insights enhance coaching effectiveness and quality assurance process.

• QM Premium provides you with further insights into agent behavior metrics by providing the behavior performance indicators for all interactions. Those insights enhance coaching effectiveness and quality assurance process.

Here's a quick workflow to help you get started.

 

CXone Mpower Quality Management for CRM Ticketing

CXone MpowerQuality Management for CRM Ticketing provides a Ticket Search feature that allows you to search exclusively for tickets, making it easier and faster to find the information you need. For more information see CRM Ticketing.

Once a ticket is updated to resolved or closed status, it appears on the Ticket Search page. You can view all interactions related to the ticket along with agent and system generated comments within the ticket, enhancing your ability to track and manage your tickets efficiently.

For more information. See Calibrating an Evaluation of a Ticket.

For more information. See Evaluating a Ticket.

For more information. See MyZone for QM Ticket Evaluators.

For more information. See Quality Planner for Tickets.