Quality Management

Prerequisites: Policy Call Recording

Optional: Sentiment Analysis

Quality management (QM) is a way for organizations to monitor, evaluate, and improve how customer interactions are handled. Supervisors have the ability to score, tag, and make notes on an interaction.

An interaction can be scored in by selecting "View Score" option on the record context menu in the Recordings, Agent details, or IVR details report or by selecting "View Score" on the recordings tab in the Interaction Details report. A window will appear on the right with interaction details, including the recording and transcription. Only Interactions that have a recording or transcript can be scored.

Once quality management data is saved for an interaction, it will appear in the Quality Management report.

If your user does not have the option to view, edit, or complete quality management records, you may lack the necessary permissions. See Data Access Policies

If your user cannot access the Quality Management report, you may lack the necessary role permissions. See Roles

Option	Description
Score	A numerical score that is given an interaction. This can be any range. Example 1-100
Notes	Feedback related to the interaction. Example: Agent followed the correct greeting and verification process and demonstrated strong empathy when the caller expressed frustration about service delays. Issue was correctly identified and resolved on the first contact.
Tags	Tags related to the interaction. Tags add structured meaning and metadata to a score. Once created, a tag is available globally for other interactions.
Save Edits	This will save any edits to the QM record.
Complete	Once a QM record has been completed, it is no longer editable by any users.