Quality Management

Time Zone in Quality Plan

You will now be able to set a time zone in a quality plan. The plan will only distribute interactions for the selected time zone of the agents.

Customer Request

UI Change

Availability

On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Auditing of QM Evaluation Activities

The following QM evaluation activities will now audited in the Activity Audit and Change Audit reports:

• Created/assigned

• Submitted

• Acknowledged

• Challenged (Disputed)

• Deleted

• Replaced

• Expired

• Auto Acknowledged

• Saved as draft

• Challenge Resolved (Dispute Review)

Customer Request

UI Change

Availability

Plan Monitoring Enhancement

Previously, the plan monitoring considered inactive agents for the complete plan duration.

With this release, the plan monitoring will exclude the inactive agents after they are deactivated. You'll now be able to see the number of active agents as well as more accurate status of the quality plan.

Customer Request

UI Change

Availability

Activity Audit and Change Audit Reports—Auditing of QM Evaluation Activities

The following QM evaluation activities will now audited in the Activity Audit and Change Audit reports: