On Premises

Quality Monitoring

The Quality Monitor can be used to measure the quality of experience of a dialogue, also known as Agent Rating or Quality Rating.

If enabled the Customer will hear one (or multiple) questions at the end of a conversation. The customer can rate the call by pressing a numeric key (maximum range from 1 - 9, but lesser ranges are configurable) or rate a chat with a response. The question played before and the message which get played after the customer rates the dialogue, can be edited in the Quality monitoring list.

Note: A Small Business license or greater is required for these features.

Configuration Settings

UCC Settings

For the Quality Monitoring you can use the following UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. settings:

Name Description Default value
UseQualityMonitor Enables the Quality Monitor for audio conversations false
QualityMonitorNoChoiceTimeOut Time in seconds after no customer response before the conversation will be disconnected 60
UseQualityMonitorWebChat Enables the Quality Monitor for instant messaging for Skype for Business conversations false
UseQualityMonitorWithOutboundDefault Enables the Quality Monitor for outbound intercepted calls false

Quality Monitor questions

You can find the Quality Monitor questions settings under the Dialogue Management section.

Explanation per field

Adding a question

On the Quality Monitor settings page, click on the New item button. The fields are described in the table below.

Field Description Sample value Mandatory?
Welcome The text the customer will hear / see when the question is asked. Welcome to the Customer Satisfaction survey. {break} Were you satisfied about the agent's tone of voice? {break} Press 1 for No, Press 2 for Yes. Only when WelcomeAudio is not used.
GoodBye The text the customer will hear / see when the question was answered. Thank you for your answer. Have a nice day! No
ValueStart The lowest rating the customer can give. Must be between 0 (lowest) and 9 (highest). 1 Yes
ValueEnd The highest rating the customer can give. Must be between 0 (lowest) and 9 (highest). 2 Yes
WelcomeAudio Instead of the Text-To-Speech generated Welcome message, an audio file can be selected here. - Only when Welcome is not used.
GoodByeAudio Instead of the Text-To-Speech generated GoodBye message, an audio file can be selected here. - No
Modality Audio for audio calls, (Chat is only functional for instant messaging conversations on Skype for Business On Premise deployments). Audio Yes
Order The order in which questions get played per modality 1 Yes
Plugin Name If provided, this Quality Monitor Question will be handled by the configured Dialogue Studio Plugin instead of the built-in Quality Monitor. If the configured Plugin is not available, the question will be handled by the built-in Quality Monitor instead NodeRedPlugin No
 Tip: You can add multiple messages which will be handled in order, defined by the Order value, to let the user rate different aspects of the conversation.

Quality Monitoring flow

The Quality Monitoring is activated after the Agent disconnects the Dialogue.

Quality Monitoring Results

Call Summary

The Call Summary is an overview of all audio conversations. The last column of this list displays the score of the Quality Monitor. If the score is ‘-1’ the caller hasn’t rated the call.

 Tip: You can use this data in SharePoint Workflow, to create a dynamic agent score.

Dialogue Intelligence

In the Dialogue Intelligence reporting the QM score can be viewed per Agent, Contact, Skill, UCC and Conversation.

Activating Quality Monitor

The first step is to activate the Quality Monitor by changing the UCC setting “UseQualityMonitor” to TRUE.

Create/Edit/Remove item

Item can be created, edited or removed.

Warning: Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.