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 : Agent

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I am a contact center agent and my job is to work with customers in any number of activities from customer service, sales, debt collection and support the list goes on. I am measured on my ability to work efficiently and in quality which ensures high customer satisfaction. I use many applications during my day to complete my work.

- Review my evaluation scores
  - Evaluation Detail Report
- Replay evaluated calls to understand what was good and what needs improvement
  - Read only access to completed evaluations
- On-going coaching and feedback to motivate and support me
- Review historical feedback to track improvement
- Self-evaluation to reflect on my call handling skills
- Participation in calibration
- Review my work schedule and request shift changes to manage work/life balance

Has permission to:

- View evaluations - agent view
- Send evaluation feedback
- Replace calls
- Add specific call to the evaluation
- Interaction agent view
- Self-evaluation

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