Tab Quality Management

Quality management from Recording Insights offers you a comprehensive way of monitoring and evaluating the quality of communication and call activities. Targeted analysis and evaluation tools give you deeper insights into user performance and efficiency. This enables proactive analysis of service quality and monitoring of compliance and audit requirements.

The Add On AI Policy Engine and the Add On Quality Management License are a prerequisite for all evaluators as well as for the users to be evaluated. The token package is also required to be able to use the AI functionalities.

Please note that you have to adjust the following settings in order to be able to use Quality Management:
For Quality Managment Tab: Tab Settings > User configuration > Rules > Access & Right > User Rights > AI Policy Engine Access > Quality Management Access
To see Quality Management results: Tab Settings > User configuration > Rules > Access & Right > User Rights > AI Policy Engine > Quality management results
For Quality Management tab in Recordings: Tab Settings > User configuration > Rules > Replay > Visibility Details > Quality Management
To control the visibility of the tab: Tab Settings > User configuration > Rules > Replay > Visibility Details

In this tab, you manage the scorecards that define the criteria for evaluating agent performance. Here you can create, edit or delete scorecards to meet individual requirements. The scorecards can be configured for manual or automated assessments.

Tab quality management

Legend

Option / function

Description

1

Menu

Use following functions to create, edit or delete a Scorecard.

2

Table

The table is divided into two sections:

  • Scorecard Templates: Scorecards preconfigured by ASC.
  • Custom Scorecards: Scorecards configured by the customer.

The following content is displayed in columns:

  1. Name: Shows the name of the Scorecard.
  2. Description: Shows the description of the Scorecard.
  3. Evaluation type: Shows, if the evaluation type of the Scorecard is automated or manual.
  4. Version: Shows, how often the Scorecard has been updated.
  5. Creator: Shows, who created the Scorecard.
  6. Creation date: Shows the creation date of the Scorecard.
  7. Updated: Shows the date and time of the last Scorecard update.

Description of the table functions

Close

Collapse sections

Open

Expand sections

Description of the functionality bar

Open help

Opens the online help, see Open Help.

Refresh view

Refreshes the view of the current tab.