This guide is for contact center supervisors who manage quality assurance projects, design evaluation forms or evaluate and score interactions.
Quality management overview
This chapter provides an overview of the Verba contact center quality management solution.
Designing evaluation forms
Contact center supervisors can design various evaluation forms for consistent scoring of agent interactions.
Setting up evaluation projects
Agent scoring happens in evaluation projects, defined by a set of calls and an evaluation form used by the supervisors for scoring.
Evaluating and scoring interactions
This chapter describes how the actual evaluation project is executed by supervisors.
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