OverviewVerba Performance and Quality Management system provides an easy-to-use and flexible solution for developing quality management system in a contact center. A key part of this framework is the agent scoring component. Quality Management Process- Establish quality management criteria - You can do this by designing your evaluation forms
- Identify the scope of your quality management work - In Verba, this is achieved by setting up evaluation projects
- Evaluate interactions - This is an ongoing work, where you are evaluating and scoring interactions
- Follow results - You can use reporting and dashboards to follow quality assurance progress
Features- Intuitive, user friendly, web based interface with drag & drop features
- Entirely integrated into the Verba Recording System framework
- Multiple question types with appearance control (radio, listbox, etc.)
- Weighting (sections, questions)
- Skill assignment feature for questions to provide an additional layer of evaluation
- Form auto fail options for each question
- Default value settings
- 30+ configurable form and call detail fields displayed on the scorecard
Flexible selection of interactions for evaluation and scoring- Project based framework
- Option for group/agent based call selection
- Mathematically and statistically correct random selection
- Configurable access control for supervisors
- Score classification settings
- Interactions for scoring are automatically presented for the supervisors in the project
- Integrated Verba Player with all the features including enhanced playback controls, markers, etc.
- Support for sharing and discussing scorecard information with agents
- Supervisor calibration
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