Verba Performance and Quality Management system provides an easy-to-use and flexible solution for developing quality management system in a contact center. A key part of this framework is the agent scoring component.
Quality Management Process
You can use Verba to improve the quality of your contact center in 4 steps:
Intuitive, user friendly, web based interface with drag & drop features
Entirely integrated into the Verba Recording System framework
Multiple question types with appearance control (radio, listbox, etc.)
Weighting (sections, questions)
Skill assignment feature for questions to provide an additional layer of evaluation
Form auto fail options for each question
Default value settings
30+ configurable form and call detail fields displayed on the scorecard
Flexible selection of interactions for evaluation and scoring
Project based framework
Option for group/agent based call selection
Mathematically and statistically correct random selection
Configurable access control for supervisors
Score classification settings
Interactions for scoring are automatically presented for the supervisors in the project
Integrated Verba Player with all the features including enhanced playback controls, markers, etc.
Support for sharing and discussing scorecard information with agents
Table of contents
In order to use the capabilities described in this guide, the user add-on called Verba Add-on QM License is required for all analyzed users (typically the contact center agents monitored by your supervisors).