Quality Management (QM) provides 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.
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.
Defining categories is only available for users with Quality Management Advanced.