Quality Monitoring

The Smart Inbox™ automatically serves up your choice of recorded interactions based on criteria you define. For example, an authorized user can setup Smart Inbox™ to receive five random calls per agent per month. Smart Inbox™ can also deliver calls based on unique call data such as duration, direction, DNIS, ANI and more.

When you playback a recorded agent interaction, the screens accessed during the agent’s call and the audio are synchronized as if you’re watching and listening to the call live. You’ll get an accurate sense of what truly happened during the call, and it takes less time to perform the evaluation—a benefit to busy contact centers.

There’s no need for supervisors to tediously toggle between screens while performing evaluations. Quality Monitoring uses a centralized interface for everything, which speeds up the evaluation process. This means supervisors can review synchronized voice and desktop activity and fill out evaluation forms in one place without switching between screens or applications.

Quickly create evaluation forms customized to your business objectives. Evaluation forms can intelligently auto-populate data such as employee skill, job title, associated organization and supervisor, and support flexible scoring options like custom answer types, conditional scoring and reason selection. This saves managers’ time when evaluating employees and produces optimal results.

Customize your agent or supervisor scorecards by choosing from predefined key performance indicators (KPIs) or create your own. Drill directly into each scorecard’s KPIs to review specific recordings, adherence screens and coaching sessions.

Help agents improve in areas where they need additional training with eLearning and coaching. eLearning sessions of best practices can be automatically emailed to agents based on their scorecard results and evaluations. Coaching Management improves employee performance through personalized coaching sessions linked to key elements of performance management, including scorecards and eLearning assignments. Operational impact is minimized because agents are automatically scheduled for eLearning and coaching at slower times based on predicted call volumes.

Quality Monitoring can be deployed as part of our unified Workforce Optimization Suite. The Suite analyzes customer interactions, improves workforce performance and optimizes service processes.