1. Genesys Quality Management Suite 8.1.520
2. Genesys Quality Management Suite 8.1.520

# Genesys Quality Management Suite 8.1.520 : Quality Manager Guide

The Quality Management Suite consists of several connected modules that manage quality and improvement in contact centers. Its modular approach makes it flexible for contact centers of all sizes.

### Quality Manager Introduction

Quality is defined as “the degree to which a set of inherent characteristics fulfills requirements.” Requirements are defined as the needs or expectations of the customer or stakeholders. In the context of contact center quality, it can be measured in relation to specific criteria: Adherence to a script by an agent, the demonstrated ability to control a conversation, the ability to retrieve relevant product and service information, the effective handling of customer queries. Quality Manager provides a wide range of tools for quality management and the retrieval of necessary information for the improvement of contact center activities.

The following Quality Manager features enable users to achieve the best quality possible: The Dashboard feature allows leaders to view overall performance, track progression and manage risk; questionnaires - the backbone of the quality management suite, measures KPIs, tracks progress and tests users on their knowledge. Questionnaires use speech analysis to find important calls, plan and launch evaluations of media, capture feedback from their customers, analyze all collected data and train their staff for continuous improvement. Customer Interactions is a smart UI that provides and combines configurable search criteria to find important customer/agent interactions and is complimented by an intuitive Universal Player. The Evaluation Planner builds the road to continuous improvement, creating evaluations using the questionnaires. The planner is instrumental in creating the QM cyclical process of Define, Measure, Analyze, Improve, and Control. Reporting provides analysis and reporting that drive investigation and business decisions. Act on insight, change root causes to improve practices, know your contact center!

For additional information, please check out the following guides:

- Quality Manager Admin Guide
- Quality Manager User Guide

## Daily activities of Quality Management Suite users

We would like to demonstrate how key users of Quality Management Suite solutions utilize the application in their daily activities.

- Contact Center Manager
- Supervisor
- Team Leader
- Agent
- Administrator

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