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• 5.3

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:






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