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Quality Management

The Bright Pattern Contact Center system automatically stores transcripts of all chat sessions between your agents and customers, as well as content of all customer emails and agent responses. Depending on your contact center practices and types of service, any calls passing through the system can also be recorded automatically for compliance and quality assurance purposes. Depending on your service configuration, the system can also capture and store videos of agents’ screens for the entire duration of their working sessions.

A different application called Contact Center Administrator is used to search for, review, and grade transcripts and recordings. If you need access to this application for quality assurance or similar purposes, contact your system administrator.

For detailed information about quality management functions that may be available to you via the Contact Center Administrator application, see the Bright Pattern Contact Center Reporting Reference Guide, section Quality Management.

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