Learning Path
Contact Center AI: Quality Management
Utilize the power of the Quality Management module in Contact Center AI to diagnose performance issues, identify trends, and plan to coach the agents accordingly.
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Contact Center AI: Quality Management
- 000:30:00
- Downloadable resources available
- Certificate of completion included
Details
Difficulty Level
Beginner
Language
English
Completion time
000:30:00
Product covered
Contact Center AI
In this course, you will learn how to Configure quality Management parameters and Analyze agent-customer interactions by identifying their performance Metrics, audited scores, Conversation patterns, script adherence, and sentiment trends. By the end of this course, you will be able to:
• Configure Quality Management settings
• Define various Evaluation Metrics
• Configure Evaluation Forms
• Analyze interactions in Conversation Mining
• Assign Audits to supervisors/Managers
• Analyze conversation patterns, script adherence, and more in Conversation Intelligence,
• Monitor performance Metrics of the agents and their activities using the Dashboard