Quality Monitoring

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

At the end of a conversation the Customer will be forwarded to the quality monitor, if it is used. The customer rates the call by pressing a key (ranging from 1 to 9) or rate a chat with a response. The message that is played before and 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). An 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
QualityMonitorNoChoiceTimeOut	Time in seconds after no customer response before the conversation will be disconnected	60
UseQualityMonitor	Enables the Quality Monitor for audio 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 for instant messaging conversations	Audio	Yes
Order	The ranking of the questions per modality	1	Yes
Plugin Name	If provided, this Quality Monitor Question will be handled by the configured 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	DialogueStudioPlugin	No

Tip: You can add multiple messages for the same modality 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.