Quality Monitoring

Purpose

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.

 

Requirements

 

Configuration

UCC Settings

For the Quality Monitoring you can use the following UCC settings:

Name

Description

Default value

UseQualityMonitor

Enables the Quality Monitor for audio conversations

false

UseQualityMonitorWebChat

Enables the Quality Monitor for instant messaging conversations

false

QualityMonitorNoChoiceTimeOut

Time in seconds after no customer response before the conversation will be disconnected

60

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

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.

 

Quality Monitor Create/Edit/Remove

Quality Monitors can be activated, created, edited or removed.

Warning Updates to the system are real-time; therefore wrong entries might cause malfunctions.

Activating Quality Monitor

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

 

Edit Quality Monitor