From Bright Pattern Documentation
Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- 1 Grading Categories
- Reporting
- Security
- Appendices
Contact Center Administrator Guide
Grading Categories
In contact centers, quality management refers to the process of evaluation of agent performance based on review of call recordings, chat transcripts, and email replies. You can define up to ten different categories of evaluation. These categories will be available to contact center personnel during the interaction review process. For more information, see chapter Quality Management of the ServicePattern Reporting Reference Guide.
To view and edit evaluation categories, select Grading Categories from the Quality Management menu.
ServicePattern provides a set of default categories. To change a default category, hover over it and click EDIT.