Quality Management
The Quality Management KPI is designed to support the continuous improvement of communication processes by providing insights into the quality and compliance of recorded interactions. Its primary purpose is to enable compliance and operational teams to monitor and evaluate calls and other communications against predefined scorecards, ensuring that all interactions meet established standards. This KPI helps organizations maintain high standards, identify areas for improvement, and demonstrate adherence to regulatory and internal requirements.
Legend | Option / Function | Description |
1 | Agend compared | Direct comparison of the performance of different agents based on predefined criteria or scorecards and thus policies. |
Widget Spline | In combination with the Widget Spline the graphic shows a comparison between reached and reachable points, when hovering over the spline. | |
Widget Simple Bar | In combination with the Widget Simple Bar the graphic shows a comparison between reached and reachable points, when hovering over the bar. | |
Widget Stacked Bar | In combination with the Widget Stacked Bar the graphic shows a comparison between reached and reachable points based on the individual section result, when hovering over the individual bars.
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