Quality Management Setup Guide¶
Get started on the Quality AI module: Learn how to set up, configure, and use the Quality AI module.
Follow these steps:
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Configure Quality AI permissions:
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Go to User Management > Role Management > New Role > Other Modules.
(Only the app owner has access to Role Management). -
Assign relevant roles (Supervisor role) or create custom roles with Quality AI permissions.
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Set up Contact Center:
- Assign Supervisors/Auditors to relevant queues in your Contact Center application so that they have access to the relevant interactions.
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Enable features:
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Enable Conversation Intelligence, Auto QA, and Bookmarks in Quality AI Settings. See Conversation Intelligence.
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Enable Answer and Utterance suggestions in GenAI settings. See Enabling Gen AI Co-pilot Features.
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Create Evaluation Metrics:
- Use By Question, Question Answer Pair, and Adherence Types (Static/Dynamic). See Evaluation Metrics.
b. Set Count Type (Entire Conversation/Time Bound). See Add New Evaluation Metrics.
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Create Evaluation Forms:
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Assign Name, Description, Channel, and Pass Score.
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Select metrics, assign weights, and link to queues. See Evaluation Forms.
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View scored interactions in Conversation Mining:
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Use filters to analyze interactions.
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Save filters for audit assignments. See Conversation Mining.
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Create Audit Allocations
- Assign interactions to auditors for manual evaluation. See Add New Audit Allocation.
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Expedite Manual audits:
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Use AI-assisted audits for easier scoring.
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Navigate interactions using adherence moments and violations. See AI-Assisted Manual Audit.
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Monitor performance:
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Use the Dashboard for individual QA progress and queue statistics.
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Utilize the Conversation Intelligence Dashboard for overall contact center performance.
See Dashboard.
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