1. Genesys Quality Management Suite 8.1.520
2. Genesys Quality Management Suite 8.1.520
3. Quality Manager Guide
4. Quality Manager User Guide
5. Daily Activities of Quality Management Suite Users

# Genesys Quality Management Suite 8.1.520 : Supervisor

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As a supervisor, my job is to monitor agent’s performance and to ensure they are productive and maintaining a high level of customer satisfaction. It’s my job to coach them and manage them (a team of 15 agents) to a performance level that offsets the cost of their salaries. I use many tools to assist me in these tasks.

Here is how I can easily manage my team’s performance using GQM.

- Dashboards provide me up to date group and agent scores based on questionnaires used. In our case we use questionnaires that are:
  - Customer Satisfaction Surveys
  - Quality Management campaigns
  - Training and coaching results

From the dashboard I can easily see which agents are having difficulties or challenges in any of the areas that are important to our businesses success. I have several choices of investigation that help me discover root causes.

- Live Monitor
  - Allows me and my supervisors to listen and view the screen of an agent/customer interaction live. This gives me real time information to act on while the incident is still relevant to the agent

When I have discovered the root cause I can monitor and coach agent(s) by

- Assign evaluations to team leads, coaches, and QM to track performance of groups or individual agents
- Assign self-evaluations to agents for self-review
- Advanced Reports
  - I can choose from a suite of reports that provide me performance statistics on my groups performance across several of the applications I use daily
    - Evaluation Detail Report
    - Agent Skills
    - Compare Agents
    - Results Distribution

Has permission to:

- View my evaluations
- View team evaluations
- View all evaluations
- Create evaluations
- Reopen evaluations
- Evaluate agents
- Replace calls
- Add specific call to the evaluation
- Plan evaluations for own groups or sub-groups
- View reports/graphs
- Password reset (team members only)
- Interaction group view

Document generated by Confluence on May 06, 2014 17:11