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Quality AI Setup Guide

Get started on the Quality Management (QM) module: Learn how to set up, configure, and use the QM module.

Follow these steps:

  1. Configure QM Permissions

    a. Go to User Management > Role Management > New Role > Other Modules. Learn more.

    b. Assign relevant roles (Supervisor role) or create custom roles with QM permissions. Learn more.

  2. Set up Contact Center

    a. Assign Supervisors/Auditors to relevant queues in your Contact Center application so that they have access to the relevant interactions. Learn more.

  3. Enable Settings Features

    a. Enable Conversation Intelligence, Auto QA, and Bookmarks in Quality AI Settings. Learn more.

    b. Enable Answer and Utterance suggestions in GenAI Settings. Learn more.

  4. Create Evaluation Metrics

    a. Use By Question, Question Answer Pair, and Adherence Types (Static/Dynamic). Learn more.

    b. Set Count Type (Entire Conversation/Time Bound). Learn more.

  5. Create Evaluation Forms

    a. Assign Name, Description, Channel, and Pass Score.

    b. Select metrics, assign weights, and link to queues.

    Learn more.

  6. View Scored Interactions in Conversation Mining

    a. Use filters to analyze interactions. Learn more.

    b. Save filters for audit assignments. Learn more.

  7. Create Audit Allocations

    a. Assign interactions to auditors for manual evaluation. Learn more.

  8. Expedite Manual audits

    a. Use AI-assisted audits for easier scoring.

    b. Navigate interactions using adherence moments and violations.

    Learn more.

  9. Monitor Task List, Quality Standards, and Performance

    a. Use the Dashboard for individual QA progress and queue statistics. Learn more.

    b. Utilize the Conversation Intelligence Dashboard for overall contact center performance. Learn more.