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Omni QM for Quality Evaluators

Omni QM is a quality management system natively built into the Bright Pattern Contact Center omnichannel customer experience (CX) platform. Omni QM is designed to help contact centers evaluate and improve the quality of agent communications across media channels.

As a quality evaluator, your primary job is to evaluate agent interactions for the purpose of ensuring high-quality agent communications in your contact center. You will work mainly with Omni QM features in the Agent Desktop application, section Quality Management. Features include Eval Home, the area where you search for interactions to evaluate, and Eval Console, the area where you review interactions and conduct evaluations, which will be reviewed by the evaluated agents and their supervisors.

Beyond evaluating interactions, your quality evaluator admins may have you participate in calibrations, a process that allows evaluators and admins to fine-tune how evaluations are conducted and determine if evaluation forms or practices need to be adjusted.

The following examples illustrate the ways that quality evaluators will use Omni QM features. Note that Omni QM features are enabled by your contact center administrator.

Working in Omni QM

In this section of the Omni QM Guide, you will learn how to use Omni QM as a quality evaluator.

Step-by-step tutorials are available for the following topics: