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Quality Management

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

If Omni QM is enabled for your contact center, you will notice a new item on the Agent Desktop application’s navigation bar: Quality Management.


The Quality Management section is your access point to Omni QM, which helps you to review your interactions and identify the areas in which you need to learn about and improve. This platform is a tool that can help you work better and provide positive customer experiences. Using Omni QM simply means going about your daily work as usual, noticing alerts to evaluations that need your attention, and taking action.

Evaluators will be reviewing your interactions, checking that your performance meets expectations for compliance with required legal language, proper use of procedures, product and service knowledge, and so forth.

For more information, including tutorials and reference material, see the Omni QM Guide, section Omni QM for Agents.

Note: If Omni QM is not enabled in your contact center, the Quality Management section will not be available in Agent Desktop.

A view of Eval Home as seen in section Quality Management
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