Typical Quality Monitoring features Related Articles 30 Tips to Improve Your Call Quality Monitoring Typical Roles in a Call Centre – With Job Descriptions Mastering Contact Centre Quality Assurance Call Quality Monitoring 12,259 Filed under - Technology, Quality 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 Author: Jonty Pearce Published On: 14th Mar 2010 - Last modified: 19th Sep 2019 Read more about - Technology, Quality Recommended Articles 30 Tips to Improve Your Call Quality Monitoring Typical Roles in a Call Centre – With Job Descriptions Mastering Contact Centre Quality Assurance Call Quality Monitoring Related Reports Guide: 120 Day Roadmap to Auto QA ROI eBook: Improving Customer Experience and NPS Through Quality Assessment eBook: Understanding Call Center Quality Assurance Frameworks eBook: If Your Contact Center Uses Spreadsheets Read This Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. 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