Omni QM Guide

Bright Pattern Documentation

Generated: 7/03/2022 8:00 am
Content is available under license unless otherwise noted.

About Omni QM

Bright Pattern Contact Center Omni QM is a suite of advanced quality management tools designed to facilitate the process of assessing and improving the quality of agent communications across media channels.

Omni QM builds upon Bright Pattern’s existing quality management functionality by introducing advanced quality management features, such as the ability to design evaluation forms, determine an evaluation process, have agents conduct self-evaluations, assign agent score, conduct calibrations for the purpose of improving the evaluation process, and much more.

In addition, Omni QM unifies quality management processes by placing all quality management features into a single application. When Omni QM is enabled, all interaction records, interaction search functions, evaluation forms, and other quality management tools are accessed via an evaluation console built into the Agent Desktop application. This means that supervisors no longer have to visit the Contact Center Administrator application to access interaction records and grade them; instead, supervisors can monitor, search, review, and evaluate their team’s interactions without ever leaving Agent Desktop. Moreover, agents can easily view their own interactions, evaluations, and quality score from Agent Desktop. Omni QM gives users a bird’s eye view of interaction quality across all channels and services.

Omni QM is a feature option that is built in to Bright Pattern Contact Center, enabled as part of your organization’s contract.

What Is Quality and Quality Management?

In the contact center space, where customer satisfaction determines the success of customer service, we can define quality as consistency in customer service delivery, communications, knowledge of product/service, employee performance, technology, and resources.

Customers expect to receive the same level of care from any agent they interact with and on any channel in which they reached your business. We can meet this expectation for consistency by using quality management processes and tools.

Quality management helps contact centers to meet customer requirements, make all efforts to exceed customer expectations, facilitate agent development, ensure consistency of quality of provided services, and provide a path to achieve it all.




The Omni QM Process

In this guide, we will take a close look at effective ways to use Omni QM to create and implement strong quality management processes for your contact center, and help your contact center achieve its quality management goals.

Quality management systems use interrelated quality management processes to achieve consistent results that help organizations understand activities, optimize the system, and improve performance.

Quality management processes typically cover the following parts of quality management:


The Omni QM process includes quality management processes Define Metrics, Focus, Evaluate, Feedback, Train, and Calibrate


Defining What to Measure and Improve to Reach Company Goals

In the quality planning process, management provides contact centers with company-wide goals, which can include being compliant with industry standards, improving customer satisfaction and experience, achieving employee accuracy and efficiency, and so forth. Using these goals, contact centers then define aspects of conversation that the company wants to measure and improve, define what successful quality management is, and decide which interactions will be measured.

Because customer experience is the backbone of quality management, we recommend starting your quality planning process by measuring key performance indicators (KPIs), such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and sentiment, all of which rate how customers feel about a company and their customer experience.

CSAT is a numeric score that shows how satisfied the customer is with the organization, product, service, and/or overall customer experience. NPS is a metric used in customer experience to measure a customer’s loyalty to an organization, product, or service. Sentiment is how the customer feels about their experience.

Roles

Quality management systems help people work together to achieve common goals. In any organization, there are many departments, each with their own hierarchy of employees. In a contact center, a typical structure may consist of employees who have been assigned to work as administrators, managers, supervisors, or agents, where all employees play a specific role and perform specific tasks within teams in their department.

A role is a combination of privileges (i.e., permissions) that allow a user to access specific functionality within the contact center. Roles, therefore, define the type of work that users are allowed to do.

The ability to assign roles to users is a key component of Bright Pattern Contact Center, which offers many roles out of the box. The implementation of Omni QM enhances the existing roles with access to quality management features, including QM-specific privileges and access to the Quality Management section in Agent Desktop. Omni QM also adds two special roles specifically dedicated to quality management: Quality Evaluator and Quality Evaluator Admin.

In Omni QM, the most important roles are Agent, Supervisor, Quality Evaluator, and Quality Evaluator Admin:


The Agent role is meant for users who will be dealing with customers directly. With Omni QM, agents have the ability to evaluate their own interactions, if granted a special privilege, as well as see evaluations of their interactions performed by other people.

The Supervisor role is meant for users who will direct and help agents for the purpose of ensuring maximum performance from each team member. With Omni QM, supervisors have the ability to review agent interactions as well as confirm the evaluations of agents from teams they supervise.

The Quality Evaluator role is meant for users who will focus on evaluating agents and supervisors for quality management purposes. This role is specific to Omni QM. Privileges include being able to evaluate agent interactions, see evaluations completed by others, and delete evaluations completed by themselves.

The Quality Evaluator Admin role is meant for users who will be responsible for managing quality management for a contact center. This role is specific to Omni QM. The role includes all privileges available for the Quality Evaluator role, as well as the ability to edit evaluation forms and public interaction searches, assign evaluations and calibrations to evaluators, manage evaluations across teams, delete any evaluations, and so forth.

Focusing On Interactions That Are Most Likely to Require Evaluation

In an omnichannel contact center, agents will resolve customer requests on a variety of services and on any type of media channel (e.g., voice, chat, video, SMS, social messenger, etc.), sometimes simultaneously if the agents have the capacity to handle them. Agents may handle hundreds of service requests every day. When there are so many interactions and interaction types, how does a contact center even begin to evaluate them?

Fortunately, Omni QM gives you the power to evaluate as many or as few interactions as you want, for any service or media channel, with any combination of search criteria. Omni QM provides 100 percent coverage of interactions with keyword search and sentiment analysis.

Omni QM lets evaluators sample interactions by setting granular search conditions in Eval Home, a dedicated quality management section of the Agent Desktop application. Eval Home features include search preset buttons, saved searches folders, the ability to configure specific search conditions and blocks of search conditions, as well as a comprehensive search results screen that lets you customize what data is presented. Evaluations may be performed directly or be assigned to other evaluators to complete.

Once interactions are evaluated, quality management reports such as Actual Evals, Disputed Evaluations, Eval Areas, and Evaluator Performance can be useful for further reviewing and refining how evaluations are selected.

Using Evaluations to Identify Areas that Need Improvement

You can design evaluations that will help you determine whether your goals are being met. An evaluation is the formal process of analyzing customer interactions and identifying areas that need improvement.

Expressing KPIs in Your Evaluation Forms

Omni QM evaluations begin with configurable evaluation forms, which are sets of evaluation areas/questions that are used to evaluate and grade interactions between agents and customers. Forms are used to define meaning—forms are a reflection of the company-wide quality KPIs that you want to measure.

Evaluation forms are created and customized in the Contact Center Administrator application by users with the Quality Evaluator Admin role.

Your evaluation forms should be tailored to the role of the employee being evaluated (e.g., Agent, Supervisor, etc.) and the service being provided. They should contain specific evaluation areas that address any important points from your quality management goals. (See section Evaluation Areas for more information.)

Evaluation forms are the basis for many Omni QM quality management reports, including Actual Evals, Answer Frequency, Disputed Evaluations, Eval Areas, Question Averages, and so forth. Because they are so configurable, Omni QM evaluation forms allow you to pinpoint the most important things to your company, and then extract the data for analysis and further evaluation.

Evaluation Areas

Evaluation areas are groups of questions on evaluation forms that are designed to assess specific areas of agent performance.

Common evaluation areas include the following:


Evaluation areas are a great way to address specific goals. For example, one of your company’s goals might be ensuring that all customers are greeted in a friendly manner. To address this in a form, you might create an evaluation area called “Greetings,” and each of the questions in the area will focus on specific aspects of greetings (e.g., required dialog, vocal tone, saying your company’s name, etc.).

As a Quality Evaluator Admin, you might want to create evaluation forms with common evaluation areas for all employees to use. Omni QM enables you to use configured evaluation areas across multiple evaluation forms. The ability to share evaluation areas and questions helps to promote consistency across forms and relieve quality evaluator admins of repetitious work when designing evaluation forms.

Sharing evaluation areas can ensure that the most important elements of your goals are included across all forms; very important areas may be weighted, while less important areas may be excluded from grading. Weight is how much of that question will contribute to the area; weight is relative to all other areas of the form. Moreover, individual questions may be configured to have a bonus or penalty, or even fail an evaluation area.

Determining Quality Score

After evaluations are conducted and accepted, how can an agent or supervisor understand their service quality standing? By checking their quality score.

Located in Agent Desktop’s Home Screen, the Quality Score widgets display the average score of selected evaluation areas from agent and supervisor interactions that have been evaluated; the score can be fixed to a set time interval (e.g., 30 days). Additionally, agents will see their quality score as well as the score for various evaluation areas in Eval Home (i.e., rather than in interaction search options).

The purpose of a quality score is to provide agents, supervisors, and other employees who are evaluated a quick way to understand the quality of their interactions. A high score will indicate an agent understands what is most important to the company and is able to provide this to customers. A low score will indicate further training or mentoring is required. For quality evaluators, the Score Report may be used to review evaluations of a particular agent, which can be helpful in such cases.

Conducting Evaluations

The overall Omni QM evaluation process involves all roles and includes evaluation form creation, interaction search and selection, evaluation, confirmation/feedback, and calibration.

Filling out Evaluation Forms

During the evaluation period, evaluation forms are filled out in Eval Console by users with the Quality Evaluator or Quality Evaluator Admin role. This means that the evaluator answers evaluation form questions while reviewing the interaction.

Depending on the interaction type, evaluators can review screen or call recordings, voice and chat transcripts, and so forth. On playback, recordings can be sped up or slowed down, and evaluators can leave notes to provide feedback to the agent. While filling out evaluation forms, evaluators can leave comments or include attachments that agents can refer back to. Evaluators can leave unfinished evaluations as drafts and bookmark completed evaluations to return to for reference.

For more information, see Conducting Evaluations.

Self-Evaluations

Self-evaluation is an important feature that lets privileged users review and grade their own interactions for quality in the given evaluation areas. Self-evaluations give contact centers a way to address more interactions and increase coverage.

This feature is enabled when users are given a special Omni QM privilege. The self-evaluation privilege is allowed with certain roles automatically but can be enabled for others as needed.

How does it work? Privileged users use evaluation forms to grade their own interactions, quality evaluators or supervisors review the self-evaluations, and the evaluations are either accepted or rejected/disputed. Disputed evaluations are good indicators that either the agent’s training or the forms needs to be reviewed or calibrated.

In self-evaluation environments, certain reports can be useful for improving training or forms, such as Disputed Evaluations, All Question Comments, Answer Frequency, Score Report, and so forth.

Improving Quality: Learning from Evaluations and Training

After interactions are evaluated, all contact center roles have the opportunity to get feedback regarding evaluations, learn about the evaluation areas that need improvement, and re-train, as necessary. We call this the quality improvement process, and it generally includes receiving evaluations with feedback, understanding quality score, and calibrating the evaluation process.

Confirmation: Providing Feedback to Agents

When evaluations are done, agents will be alerted of the evaluations when they visit Eval Home in the Agent Desktop application. Upon reviewing the evaluation of their interaction, agents enter the confirmation process. Also known as feedback, confirmation is the process of an agent receiving the evaluation of their interaction, with feedback and the quality score given by the quality evaluator, and either accepting or rejecting the score.

Confirmation gives the supervisor the opportunity to review the evaluation form with an agent, and it gives the agent the chance to accept that they have to be open to following the provided notes and completing the training. Enabling confirmations in your contact center keeps evaluators, agents, and supervisors connected in the evaluation process.

Confirmation can be added to the regular evaluation process. It is enabled when confirmation rules are configured. These rules are settings that require either agents or supervisors to either accept or reject an evaluator's score of an interaction. For example, when confirmation rules are enabled and an evaluation is not accepted, the evaluation goes back to the evaluator.

Calibration: Making the Evaluation Process Fair

Calibration is the process of ensuring that the same things are created similarly. In the context of quality management, calibration is used to ensure that evaluators review interactions and fill out evaluation forms in an equitable, fair way. If agent performance meets your company’s needs but you feel that forms and training could be improved, using Omni QM’s calibrations feature will help.

The process for conducting calibrations works in the same way as conducting evaluations. Quality evaluator admins search for interactions, and then, rather than assigning interactions to evaluators, evaluators are assigned to calibrate. Calibrating an interaction has no effect on interaction or agent score but allows you to see how different evaluators interpret their training and approach various evaluation areas. For example, if three out of four evaluators grade interactions consistently with a specific evaluation form but the fourth evaluator is inconsistent, calibrations will allow you to identify this and retrain as necessary.

Note that calibrations may be conducted for regular interactions or for previously evaluated interactions. If this is the case, you can review why your evaluators choose different options and then retrain or change evaluation forms for clarity.

In the calibration process, we recommend that all calibrations be completed before the next calibration meeting. Another useful tool to help with calibrations is the Calibrations report, which shows all calibrations per form, per user, and any point deviation (i.e., numerical).

QM Reports include the Disputed Evaluations report, which displays all disputed evaluations for quick reference. Additionally, you may find it helpful to review the All Question Comments report as well as Evaluator Performance report.




Why We Created Omni QM

Bright Pattern Contact Center’s Omni QM offers a wide range of features and benefits. But what does your contact center stand to benefit from the most?

First, Omni QM utilizes Bright Pattern Contact Center’s true omnichannel capabilities, which ensures 100 percent coverage across all communication channels, including voice, chat, SMS, social messengers, video, and email. Coverage across all channels allows your contact center to maintain quality in all customer interactions.

Next, Omni QM is fully integrated in Bright Pattern Contact Center software. This means it has access to everything in your contact center, including users, interaction data, call recordings, screen recordings, chat transcripts, customer surveys, AI-driven sentiment analysis, and so forth already—there is no need to set up data imports and exports and user synchronization, and reports cover both interactions and quality side out of the box. Implementing Omni QM is as simple as enabling the feature and configuring evaluation forms.

Finally, Omni QM is a full-featured package designed to support all aspects of the quality improvement process of your organization.



Omni QM for Agents

Welcome to Omni QM!

Omni QM is a quality management system natively built in to 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 an agent, you serve a very important role in your company’s customer service offerings. You are often the customer’s first point of contact, and you handle many customer requests, sometimes simultaneously, on a variety of media channels, from voice and email to chat, SMS, messenger, and video.

Omni QM 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.

Working in Omni QM

In this section of the Omni QM Guide, you will learn how to use Omni QM as an agent.

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



Omni QM for Supervisors

Omni QM is a quality management system natively built in to 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 supervisor, your main goals are to direct and help your agents for the purpose of ensuring maximum performance from each team member. In order to facilitate this process, you will help by training your agents and monitoring their performance. Agent Desktop provides many tools specifically for supervisors to train and monitor agents, such as call recording, viewing various metrics, managing calendar events, enabling supervision modes (i.e., call monitoring, coaching, and barging in), and so forth.

Omni QM enhances the existing training and monitoring tools by allowing you to review your team member’s interactions, view and confirm related evaluations, bookmark important interactions, and so forth. The ability to review your agents’ customer interactions will allow you to provide more specific feedback, prepare appropriate training material, and ultimately work toward producing positive customer experiences.

The following are some examples of how supervisors can use Omni QM features. Omni QM features live in Agent Desktop, section Quality Management, and 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 supervisor.

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



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:



Omni QM for Admins

Omni QM is a quality management system natively built in to 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 administrator, your main goal is to ensure that all users of Omni QM have the tools and resources to do their job. You will be mainly using Bright Pattern’s Contact Center Administrator application to set up user accounts, roles, and privileges, as well as enable certain Bright Pattern Contact Center features to work with and support Omni QM.

Working in Omni QM

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

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







QM Configuration

In order for Omni QM features to be available in the Agent Desktop application, they must be configured in the Contact Center Administrator application first. The following is a list of the steps needed to configure Quality Management components. As a reminder, Omni QM features are enabled per contact center. For more information, contact your service provider.

Note: The following configuration process is meant to be implemented by users with the System Administrator role.


Prerequisites - Assigning QM Roles

In order for your agents and supervisors to access and use the Quality Management features in the Agent Desktop application, they must have the appropriate roles and privileges. When Omni QM is enabled in your contact center, certain roles (e.g., Agent, Supervisor, etc.) will have some Quality Management privileges automatically assigned, allowing these users to operate Omni QM features out of the box.


Enable the appropriate privileges for your users


Additionally, Omni QM includes two new roles: Quality Evaluator and Quality Evaluator Admin. Both roles come with predefined privileges and are meant for users whose main job will be to perform evaluations in Eval Console. Evaluators should be assigned per Team. Note that both the Quality Evaluator and the Quality Evaluator Admin roles count toward your Supervisor licenses.

For more information about Quality Management privileges, see Privileges.


Assign evaluators to teams


Configuration Steps

1. Create a Form

The first step you will need to take is to create an evaluation form. Evaluation forms are created in the Evaluation Form Editor application, which is accessible in section Quality Management > Evaluation Forms. For information about the application, including instructions for creating forms, see section Evaluation Forms.


A form as seen in the Evaluation Form Editor application


2. Assign a Form to a Service

After creating your evaluation form, it will need to be assigned to a service or campaign. Note that multiple forms may be assigned to a service. There are two ways to assign a form to a service. The first way is in section Quality Management > Evaluation Forms > Properties tab. For the option Service, click add and select the service from the drop-down menu.


Add a service to a form


The second way to assign a form to a service or campaign is in section Services & Campaigns > Properties tab. For the option Evaluation Forms, click add and select the form from the drop-down menu.


Or add a form to a service


3. Enable Confirmation Rules and Configure Optional Settings

Finally, in section Quality Management > General Settings, you may enable confirmation rules and other optional settings. Confirmation rules are the settings that require users to either confirm or reject an evaluator's score of an interaction (i.e., when confirmation rules are enabled and an evaluation is not accepted, the evaluation goes back to the evaluator).

Confirmation rules are defined in the setting Completed QM Evaluations Require Confirmation (from either of); the setting may be applied to agents or supervisors. Additionally, if self-evaluations are allowed in your contact center, you may want to apply the setting Self-Evaluations Require Confirmation (from either of); the setting may be applied to supervisors or evaluators.

Other optional settings in this section include automatic evaluation form saving and reporting and search settings for agents and supervisors.


Quality Management > General Settings for confirmation rules


Additional Configuration

In order to maximize the effectiveness of your Omni QM features, if you have not already enabled the following settings for your contact center, it is highly encouraged.

Enable Call Recording

Enabling call recording allows supervisors or those with quality evaluator privileges to listen to recordings of calls for evaluation purposes in Eval Console's timeline. To enable call recording, go to section Quality Management > Call Recording and Monitoring and select the record calls option.


Enable call recording


Configure a Speech to Text (STT) Account

You may utilize a Speech to Text (STT) account to transcribe calls into text for evaluation purposes; transcripts can be seen in Eval Console's transcript display. To configure a STT account, go to section Call Center Configuration > Integration Accounts and select the Speech to Text (STT) option, then enter in your account details.


Configure a STT account in Integration Accounts


Enable Screen Recording

Enabling screen recording allows quality evaluators to watch an agent's screen during the time of an interaction in Eval Console's screen recording display; this can provide insight and context when examining the quality of the interaction. To enable screen recording, go to section Quality Management > Screen Recording. From here, configure screen recording settings to your contact center's needs.


Enable screen recording


Enable Natural Language Understanding

Natural Language Understanding (NLU) is used to determine the sentiment of a given interaction; sentiment may be displayed as a number or as a happy, neutral, or sad face icon. Whether a number or an icon, sentiment lets you analyze how your customer acted and reacted during the course of an interaction, allowing you to fine-tune agent training. NLU is enabled in section Call Center Configuration > Integration Accounts. For voice and chat, the integration account is defined per service; for email, the integration account is set per scenario entry. Sentiment results may be used as an interaction search condition or may be seen in search results.


Configure a NLU account in Integration Accounts


Configure Training Classes and Supervisor in Charge

Training Classes and Supervisor in charge are optional features of Omni QM. Training Classes allows you to create training classes (i.e., in name only) that reflect actual training an agent has received or classes an agent actively attends in real life; Supervisor in charge lets you define a specific supervisor as being responsible for a given user.

Training Classes are created in the Contact Center Administrator application, section Users & Teams > Training Classes. Both the Training Class property and the Supervisor in charge property are defined per user in section Users > Person tab; they are used as optional search parameters in select QM Reports.

As report parameters, Training Class and Supervisor allow you to analyze these metrics by comparing them against other report data; if performance is lacking in a particular class or under a specific supervisor, quality evaluators can adjust training as necessary.


Users & Teams > Training Classes



Evaluation Forms

Evaluation forms are used to evaluate and grade interactions between agents and customers. Forms are filled out in Eval Console, located in the Agent Desktop application, section Quality Management; forms are defined per service type.

Evaluation forms are created and edited in the Evaluation Form Editor application; forms consist of evaluation areas that may be shared across forms and each area contains questions. Evaluation forms are filled out by users with Quality Management privileges and the results of completed forms are available in QM Pro reports.

Evaluation forms are associated with the quality management features of Bright Pattern Contact Center software and are different from the forms configured in the Form Builder application and the Survey Form Editor application. Quality management features are enabled per contact center. For more information, contact your service provider.

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A default form seen in the Evaluation Form Editor application




Eval Home

Eval Home is the ultimate in Interaction Records search, allowing you to find interactions and evaluations conveniently in Agent Desktop's Quality Management section. Eval Home features include search preset buttons, saved searches folders, the ability to configure specific search conditions as well as blocks of search conditions, as well as a comprehensive search results screen that lets you customize what data is presented.

The ability to view and use Eval Home is managed by role and privilege, enabling contact centers to restrict access and editing capabilities for evaluations. For more information, contact your contact center administrator.

Articles


Eval Home



Eval Console

Eval Console is the area of Agent Desktop's Quality Management section where evaluations happen. The console displays all the tools an evaluator needs to effectively review interactions; tools include call recordings, screen recordings, transcripts, evaluation forms, with the functionality to attach evaluation comments to any interaction, and much more.

The ability to view and use Eval Console is managed by role and privilege, enabling contact centers to restrict access and editing capabilities for evaluations. For more information, contact your contact center administrator.

Articles


Eval Console



Quality Score Widgets

Included in Omni QM's features are Quality Score widgets, located in the Agent Desktop application, section Home Page. Widgets are available for agents and supervisors and display the average scores of selected evaluation areas from all completed evaluations in a specified time frame. The purpose of the Quality Score widgets is to provide agents and supervisors with a quick way to understand the quality of interactions and quality management standing.


A supervisor's Home Screen with the Supervised Quality Score widget


Widgets

There are two different widgets available. They are as follows.

Quality Score

Agents have access to the Quality Score widget, which displays the logged-in agent's scores for selected evaluation areas from all evaluations of their interactions.


Quality Score widget for agents


Supervised Quality Score

Supervisors have access to the Supervised Quality Score widget, which displays the average scores from selected evaluation areas of the agents assigned to teams the logged-in supervisor supervises.


Supervised Quality Score for supervisors


Widgets Configuration

Widgets may be customized on a global or local level. Global settings are configured in the Contact Center Administrator application and affect all contact center users. Local settings are configured in the Agent Desktop application and apply only to the logged-in user.

Contact Center Administrator Settings

When Quality Score widgets are configured by administrators in the Contact Center Administrator application, it is possible to define shared evaluation areas as well as the default number of days that display in widgets. Quality Score and Supervised Quality Score settings are configured separately and are as follows:

Note that the Quality Score widget setting List of shared evaluation areas for Quality Score widget affects the quality scorecard displayed for agents in Eval Home.


Widget settings in the Contact Center Administrator application


Agent Desktop Settings

In the Agent Desktop application, widgets may be customized to display specific evaluation areas as well as a configurable date range; widgets are customized per user. The controls for the agent and supervisor widgets are as follows. To accept changes made to the widget, click OK AD-Quality-Score-OK-Button-54.PNG; to cancel changes, click Cancel AD-Quality-Score-Cancel-Button-54.PNG.

Time Frame

The Time Frame control allows you to configure the time frame from which the completed evaluations occurred. You may select from the following time frame options:

The exact time frame dates are displayed in the From and To fields. Note that these fields are not editable.

Select Evaluation Areas

The Select Evaluation Areas control allows you to select from the list of Available evaluation areas to include in the widget. Note that the available evaluation areas are specific to what is configured in your call center's evaluation forms.

To include a selected evaluation area, click the add AD-Quality-Score-Add-Button-54.PNG button to move it from the Available list to the Included list. Click the remove AD-Quality-Score-Remove-Button-54.PNG button to move the selected area back to the Available list.

To add all evaluation areas, click the add all AD-Quality-Score-Add-All-Button-54.PNG button; to remove all evaluation areas, click the remove all AD-Quality-Score-Remove-All-Button-54.PNG button.


Widget settings in Agent Desktop




QM Reports Overview

In the Contact Center Administrator application, you can access all reports available to your contact center. By default, these are the predefined reports supplied with Bright Pattern Contact Center. If you have previously created some custom reports using Jaspersoft Studio and uploaded their definitions into the system, such custom reports will also appear in the list of reports. For more information about stock and custom report definitions, see the Contact Center Administrator Guide, section Report Templates.

The reports are grouped by the type of contact center resources that they describe (e.g., “Service Reports,” etc.). Within each group, the reports are listed in alphabetical order according to the names of the corresponding report definitions. A description is provided for each report. If a description does not fit on the screen, hover over it to see the full text of the description in a tooltip box.


QM reports


Reports in the QM category include:

To work with QM reports, select the desired type of report from the list. In the view that appears, use the report generation filters to select the resource for which you want to generate the report and to specify the reporting interval. Depending on the report type, you can select multiple resources and apply additional filters.

For more information on how reports are run and customized, see the Reporting Reference Guide, section Report Generation.

Articles

The Reports section of this guide includes the following articles: