Tab Quality Management
Quality Management of 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.
An additional Add On Quality Management license is required to use and manage the Quality Management tab.
Activate the authorizations for the Quality Management tab under:
Tab Settings > User configuration > Additional license AI Policy Engine
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 automatic assessments.
| Add scorecard, see Add scorecard. |
| Edit scorecard, see Edit scorecard. |
| Delete scorecard, see Delete scorecard. |
