Quality management process

AI-generated summary

Genesys Cloud provides a quality management framework that enables organizations to monitor and improve customer experience delivery. The system operates through three main roles: quality administrators, quality evaluators, and agents. Quality administrators create evaluation forms, manage policies, monitor evaluator performance, and coordinate calibration processes. They can automate evaluation assignments based on specific criteria like queues and interaction duration, and manage encryption keys. Quality evaluators review recordings, score interactions, and participate in calibration processes, accessing their tasks through a dedicated dashboard. Agents can review completed evaluations, provide comments, and acknowledge their review through the My Evaluations view. The platform includes tools for interaction assessment, automated policy enforcement, and evaluation form management to ensure consistent service quality and identify areas needing improvement or recognition.

Quality management is a framework with a set of tools that organizations can use to ensure that their teams and individual contributors are delivering the customer experience with the expected quality and empathy. By evaluating and scoring conversations, a quality team can identify agents that deserve recognition, require more training or coaching, and specific situations that merit modification of a process or a script.

The common quality evaluation process is as follows:

Quality administrators are responsible for creating and managing evaluation forms, quality policies, and monitoring evaluator performance. Quality administrator tasks may include the following:

Create policies that automate the assignment of evaluations based on selected agent and interaction criteria, such as queue(s), interaction duration, and so on.
Assign interactions and quality evaluation forms to quality evaluators.
Design and publish evaluation forms.
Coordinate the evaluation process.

Page	Task
Encryption keys	Generate new encryption keys periodically or on demand.
Evaluation forms	Create, update, and manage quality evaluation forms.
Policies	Create, update, and manage policies that automatically create and assign evaluations based on interaction and agent attributes.
Interactions	Review interactions to determine which attributes can be used to find good QA assessment candidates.
Opens the About quality management article	Display evaluation and calibration activity.

As a quality evaluator, your responsibilities include the following:

Review interaction recordings.
Assess and score interaction evaluations.
Participate in the evaluator calibration process.

An expert evaluator becomes a benchmark for scoring interactions in the process.

Page	Task
Quality evaluator dashboard	Display assigned and completed evaluations.
Evaluate an interaction	View and evaluate interactions.

As an agent, your quality administration-related tasks may include the following :

Review evaluator completed forms that have been released to you.
When possible provide evaluation comments.
Acknowledge that you have reviewed the evaluation.

Page	Task
My Evaluations view	Display data about released evaluations.

[NEXT] Was this article helpful?

Get user feedback about articles.

Loading...

Quality management process

[NEXT] Was this article helpful?