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 : Contact Center Manager

Created and last modified by

I am a contact center manager and my main responsibility is to ensure the contact center is meeting KPIs that drive success of the contact center and operate within budget. Year on year the contact center is measured on customer satisfaction and operational costs. I use QM suite to monitor, measure and report on these KPIs to ensure that throughout the year my contact center is performing as it should.

A day in my life:

At the start of the day I have a quick glance at the QM dashboards. This gives me an overview of how my organization is tracking against:

- Customer Satisfaction
  - Post call survey results
- Quality Management
  - Supervisor team statistics across all campaigns
- Supervisor training/coaching
- Scheduled reporting

From this I am able to congratulate the teams that are doing well and focus the supervisors on the teams that are tracking behind in their performance. To focus on the teams that are performing below target I can quickly investigate by generating my choice of reports that provide me deeper insight into each team(s).

- Agent Skills
  - Allows me to investigate a single agents performance which drills down to specific questions that can provide me with root cause of a performance slip
- Compare Agents
  - Gives me a comparison of the group’s performance in the contact center which are can be drilled down to a single agent
- Compare Evaluators
  - Allows me to calibrate my supervisors to ensure each of them are scoring agents the same and in line with company objectives
- Results Distribution
  - Gives me the range of all groups or a single group by score
- League Table
  - Gives me all groups and bands them by scoring range

Now that I have identified the teams that need focus, I can deploy a number of next best actions using QM suite with a targeted approach.

- Task supervisors to live monitor their agents and assign coaching activities
- Task QM to create evaluations to monitor performance and discover additional threats in compliance or uncover performance obstacles
  - Use training to deliver instructions, call and questionnaire for calibration
  - Use Compare Evaluators to report on outcome
  - Task supervisors to deliver training packs to agents with needs
  - Task Administration and Supervisors to deploy Post Call Surveys to capture the Voice of the Customer which will allow me to track improvement from a customer satisfaction perspective

All of this can be done before my 10 am meeting and I can track progress using analytics of QM suite to ensure tasks and campaigns are performing and progressing.

Has permissions to:

- View my evaluations
- View all evaluations
- View team evaluations
- Create evaluations
- Evaluate agents
- Remove all evaluations
- Replace calls
- Add specific call to the evaluation
- Plan evaluations for own group or sub-groups
- Plan evaluations for all groups
- View reports/graphs
- View reports also for all other groups
- Add/edit users, groups and manage user hierarchy
- Create and modify questionnaires
- List audit events
- Edit global templates
- Edit interaction types
- Password reset
- Interaction full view
- Interaction group view
- Export interactions media
- Change roles, add/remove permissions
- Reopen evaluations
- Edit admin settings
- Edit settings

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