Contents
- Introduction
- Access to Reports and Records
- General Information About Access to Reports and Records
- Report Generation
- Interaction Records Search
- Agent Activity Search
- Quality Management
- 1 General Information About Quality Management
- Detail Reports
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Performance Report
- Agent Time Allocation Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Team Operation Quality Report
- Team Performance Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Requested Skills Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Virtual Queue (Callback) Report
- Campaign in Time Report
- Dispositions in Time Report
- Telemarketing Compliance Report
- Email Service Report
- Agent Email Report
- Team Email Report
- Campaign Results
- Recordings Details
General Information About Quality Management
In contact centers, quality management usually refers to assessment of the quality of agent work via reviewing the available call and screen recordings, chat transcripts, and email messages. In ServicePattern, the results of such reviews can be expressed using a number of customizable grading categories, such as politeness and knowledge.
To review call recordings, chat transcripts, or email messages, first select the desired interactions as described in section Interaction Records Search. The search conditions depend on your quality management practices. For example, if quality monitoring is based on random checks of agent recordings or transcripts, it is usually sufficient to define agent’s username and the desired time frame as your search conditions. If, on the other hand, you follow-up on a specific customer complaint, your search conditions may contain customer’s phone number, service name, and the time frame.
When all desired search conditions are specified, click the Search button. The Search Results page will open with the list of interaction records matching your search criteria. If a particular interaction has been previously reviewed and rated, the user name will appear in the Reviewed by column.
For phone calls, availability of a recording for a particular call will be indicated by the audio icon 
in the Recording column. Percentage of recorded calls is specified in your contact center configuration and can be re-defined for each service and each individual agent separately. If not all calls in your contact center are recorded, you can use filter has recording to limit your search results to call records that actually have recordings.
For chat interactions, availability of a chat transcript is indicated by the messaging icon 
in the Recording column. ServicePattern unconditionally records transcripts for all chat service interactions and stores them for the same amount of time as the corresponding interaction records themselves. Therefore, you do not need to use any special filters to get access to chat interactions with transcripts.