Overview
This guide is for contact center supervisors who manage quality assurance projects, design evaluation forms or evaluate and score interactions.Verba 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
You can use Verba to improve the quality of your contact center in 4 steps:
- 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
Easy-to-use evaluation forms
- 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
Table of contents
License requirements
In order to use the capabilities described in this guide, the user add-on called Verba Add-on QM License is required for all analyzed users (typically the contact center agents monitored by your supervisors).