Typical Quality Monitoring features

Typical Quality Monitoring Features

Graphical User Interface (GUI)

• Easy-to-use and clearly structured GUI with flat and intuitive menu prompt
• Web-based application
• Intelligent user administration considering multi-level user applications

Online voice and screen replay

• Supervisors can monitor agents’ calls online (i.e. during the call)
• Screen recording – agent desktops may also be monitored
• eCoaching with agent assistance
• Agents can ask supervisors for help within active customer conversations
• Online supervisory support of agents by posting short messages or taking control of their PCs

eLearning

• Ability to mark sections of recorded sessions, commented and defined as training material
• Ability to view training sessions commented or evaluated by agents or groups
• Training module as central repository for training material which is normally spread over the whole enterprise
• Training packages consisting of internal (e.g. trainings sessions, evaluations) and external (e.g. eLearning courses, guidelines) training sessions

Reporting

• Report generation using predefined report templates
• Easy design of customer-specific report templates
• Planning and distribution of reports (via email)

Speech analysis keyword spotting

• Scanning of recorded calls for user-defined keywords
• Transcription
• Conversion of speech into text
• Scanning for anger within conversations

Typical Quality Monitoring Reports

Agent reports

Report templates based on agent’s name, the name of the report or template description.

Agent comparison

Based on:

• an entire evaluation
• single evaluation
• templates
• sections
• questions

Can compare agents’ evaluation averages over a selected time. It may also suggest the score of every agent’s evaluations and produce a summary of the group’s values.

Agent trend analysis

Based on:

• session time
• evaluation time

Shows every agent’s evaluation averages over a period of time in chronological order.

Agent trend comparison

Based on:

• session time
• evaluation time

Compares the agents over a period of time in chronological order of the averages.

Detailed agent evaluations

Representation:

• graphical
• textual

Displays every agent’s average of all evaluations, for the evaluation template, skill and object in graphical (bar chart) or textual form. We also have a full article on Call Quality Evaluation

Selecting comments and remarks

Representation:

• detailed
• overview

Illustrates all evaluations of the individual agents including comments or remarks with the configured values.

Agent feedback

• Overview

Gives an overview of the agent’s feedback on their evaluations. The number of agreed, disagreed and overruled evaluations is listed per agent. This report may be arranged according to supervisors, agent groups and agents.

Agent quality vs. productivity

Representation:

• graphical
• textual

Compares the quality values of an agent (based on the already available evaluations) with the productivity values (based on the number and duration of calls). This results in a clear overview of the efficiency of several agents.

Multi-site comparison

• graphical representation

This report is especially for the comparison of different sites in locally organised contact centres.

Agent group comparison

Based on:

• an overall level
• evaluation templates
• skills
• question objects

Compares the groups regarding the evaluation averages over a selected period of time. It may also suggest the sum of every agent’s evaluations and there is a summary of the group’s values.

Group trend analysis

Based on:

• session time
• evaluation time

Shows every agent group’s averages of the evaluations over a period of time in chronological order.

Group trend comparison

Based on:

• session time
• evaluation time

Compares several agent groups over a period of time in chronological order of the averages.

Supervisor Reports

Supervisor productivity

Representation:

• detailed overview

Shows the number of all recorded calls available as well as the amount of evaluated and not yet evaluated sessions per supervisor. Lists all evaluations including agent names, agent group, session date, evaluation date, name of the evaluation template and the total score.

Supervisor productivity – textual

Representation:

• weekly
• monthly
• quarterly
• evaluation

For every supervisor the ratio comparing the total number of sessions to the number of sessions evaluated by them can be displayed in table form. The values are concentrated on weeks, months or quarters.

Supervisor productivity – graphical

Representation:

• weekly
• monthly
• quarterly
• evaluation

For every supervisor the ratio comparing the total number of sessions to the number of sessions evaluated by him or her can be displayed graphically. The values are concentrated on weeks, months or quarters.

Further reading

• Call Quality Monitoring
• Using Call Recordings To Coach Staff
• Top tips for Call Quality Monitoring
• Call Center Quality Assurance
• Call Quality Evaluation
• A-Z of call recording features

Contributors

• Mike Murley of ASC Telecom