Quality Monitoring

Important

This page is only available in Recording UI mode if the license includes the Quality Management system.

The Quality Monitoring system is designed for use by supervisors, who can use it to assign tasks to their quality managers, track their progress in performing these tasks, and monitor trends. It has two modules:

• Queues—The Queues screen is used to create lists of calls for quality analysts to review. The user designs the lists by selecting types and quantities of calls; the system automatically generates lists of calls that meet the criteria.
• Forms Manager—The Forms Manager screen is used to create feedback forms for quality analysts and other users to fill in after they have listened to calls.