Quality Management 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:

   1. Go to User Management > Role Management > New Role > Other Modules.
      (Only the app owner has access to Role Management).
      

   2. Assign relevant roles (Supervisor role) or create custom roles with QM permissions.

2. Set up Contact Center:

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

3. Enable features:

   1. Enable Conversation Intelligence, Auto QA, and Bookmarks in QM Settings. See Conversation Intelligence.

   2. Enable Answer and Utterance suggestions in GenAI settings. See Enabling Gen AI Co-pilot Features.

4. Create Evaluation Metrics:

   1. Use By Question, Question Answer Pair, and Adherence Types (Static/Dynamic). See Evaluation Metrics.

   b. Set Count Type (Entire Conversation/Time Bound). See Add New Evaluation Metrics.

5. Create Evaluation Forms:

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

   2. Select metrics, assign weights, and link to queues. See Evaluation Forms.

6. View scored interactions in Conversation Mining:

   1. Use filters to analyze interactions.

   2. Save filters for audit assignments. See Conversation Mining.

7. Create Audit Allocations

   1. Assign interactions to auditors for manual evaluation. See Add New Audit Allocation.

8. Expedite Manual audits:

   1. Use AI-assisted audits for easier scoring.

   2. Navigate interactions using adherence moments and violations. See AI-Assisted Manual Audit.

9. Monitor performance:

   1. Use the Dashboard for individual QA progress and queue statistics.

   2. Utilize the Conversation Intelligence Dashboard for overall contact center performance.
      See Dashboard.