品質評価者向けのオムニQM
オムニQMは、Bright Pattern コンタクトセンターのオムニチャネルカスタマーエクスペリエンス（CX）プラットフォームに組み込まれた品質管理システムです。オムニ QMは、コンタクトセンターがメディアチャネル全体においてエージェントコミュニケーションの品質を評価および改善できるように設計されています。
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: