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| − | = Omni QM for Admins = | + | = 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. | 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. | ||
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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. | 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 == | + | == 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. | In this section of the ''Omni QM Guide'', you will learn how to use Omni QM as a quality evaluator administrator. | ||
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Step-by-step tutorials are available for the following topics: | Step-by-step tutorials are available for the following topics: | ||
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* [[QM/Admins/HowtoAssignQMRolestoUsers | How to Assign QM Roles to Users]] | * [[QM/Admins/HowtoAssignQMRolestoUsers | How to Assign QM Roles to Users]] | ||
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* [[QM/Admins/HowtoCreateandConfigureaNewEvaluationForm | How to Create and Configure a New Evaluation Form]] | * [[QM/Admins/HowtoCreateandConfigureaNewEvaluationForm | How to Create and Configure a New Evaluation Form]] | ||
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* [[QM/Admins/HowtoEditaStarterEvaluationForm | How to Edit a Starter Evaluation Form]] | * [[QM/Admins/HowtoEditaStarterEvaluationForm | How to Edit a Starter Evaluation Form]] | ||
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* [[QM/Admins/HowtoAssignEvaluatorstoDoEvaluations | How to Assign Evaluators to Do Evaluations]] | * [[QM/Admins/HowtoAssignEvaluatorstoDoEvaluations | How to Assign Evaluators to Do Evaluations]] | ||
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* [[QM/Admins/HowtoConductCalibrations | How to Conduct Calibrations]] | * [[QM/Admins/HowtoConductCalibrations | How to Conduct Calibrations]] | ||
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* [[QM/Admins/HowtoEnableConfirmationRules | How to Enable Confirmation Rules]] | * [[QM/Admins/HowtoEnableConfirmationRules | How to Enable Confirmation Rules]] | ||
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* [[QM/Admins/HowtoEnableCallRecording | How to Enable Call Recording]] | * [[QM/Admins/HowtoEnableCallRecording | How to Enable Call Recording]] | ||
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* [[QM/Admins/HowtoEnableScreenRecording | How to Enable Screen Recording]] | * [[QM/Admins/HowtoEnableScreenRecording | How to Enable Screen Recording]] | ||
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* [[QM/Admins/HowtoConfigureSpeechtoText | How to Configure Speech to Text]] | * [[QM/Admins/HowtoConfigureSpeechtoText | How to Configure Speech to Text]] | ||
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* [[QM/Admins/HowtoEnableNaturalLanguageUnderstanding | How to Enable Natural Language Understanding]] | * [[QM/Admins/HowtoEnableNaturalLanguageUnderstanding | How to Enable Natural Language Understanding]] | ||
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* [[QM/Admins/HowtoConfigureTrainingClassesandSupervisorinCharge | How to Configure Training Classes and Supervisor in Charge]] | * [[QM/Admins/HowtoConfigureTrainingClassesandSupervisorinCharge | How to Configure Training Classes and Supervisor in Charge]] | ||
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Latest revision as of 04:13, 29 May 2024
• 日本語
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: