Quality Management (QM) and QM Analytics provide flexible tools that help you monitor and improve agent performance.
Using QM, you can build evaluation forms and plans and then distribute the plans along with a form to evaluate agent interactions. Based on the evaluation results, you might decide to design coaching sessions for employees to improve their skills.
QM Analytics provides you with further insights into agent performance by using categories to analyze all your voice and text interactions. Those insights enhance coaching effectiveness and quality assurance processes.
Here's a quick workflow to help you get started.
Defining categories is only available for users with QM Analytics.