As a Quality Manager, you can create or edit evaluation form, schedule evaluations, or individually assign them to evaluators. You can also monitor the overall progress of all the evaluation jobs.
To assign a user the Quality Manager role, see this guide.
Quality Management workflow for Quality Manager
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Design Evaluation Forms
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Create evaluation forms with weighted sections and questions to ensure structured assessments.
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Monitor Progress
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Track evaluation statuses (Pending, In Progress, Completed) on the Review Screen.
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Ensure timely completion of assigned evaluations.
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Schedule Evaluations
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Assign bulk reviews to Evaluators using the Review Scheduler.
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Apply filters such as agents, teams, Evaluators, and call specifics.
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Configure one-time or recurring evaluations with set deadlines for completion.
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Assign Evaluations
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Manually allocate individual evaluation tasks to Evaluators through the Conversation List.
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Conversation View
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View and assess any conversation through Conversation View.
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Option to review or assign conversations to an Evaluator.
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Analyze Reports
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Access performance reports to evaluate trends and identify areas for improvement.
To understand how Quality Manager can perform their task, read User Guide