Quality Management Guide

This guide is for contact center supervisors who manage quality assurance projectsdesign evaluation forms or evaluate and score interactions.

Quality management overview

This topic provides an overview of the Verba contact center quality management solution.

Designing evaluation forms

Contact center supervisors can design various evaluation forms for consistent scoring of agent interactions.

Setting up evaluation projects

Agent scoring happens in evaluation projects, defined by a set of calls and an evaluation form used by the supervisors for scoring.

Evaluating and scoring interactions

This topic describes how the actual evaluation project is executed by supervisors.

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