Quality Monitoring & Compliance

Monitor agent interactions, across channel, for quality and compliance

Quality Monitoring & Compliance

Monitor agent interactions, across channel, for quality and compliance

QM Campaign Set Up

A range of quality monitoring campaigns can be set up, for different channels, teams or nature of enquiry. These campaigns can have a mixture of rating questions, multiple choice or (compliance style) closed Y/N questions.

Subsets of Data

The quality monitoring section has a range of filters and settings allowing users to filter a required subset of data, based on date range, channel, team, etc. A max number of (randomly selected) records is definable, per agent.

Scoring for Quality

Once users have selected a subset of data and chosen a QM campaign, agent interactions can be reviewed and scored per question. Comments can be added for each quality record, along with a range of tags, for compliance.

Analysis Wallboards

Quality scores and comments are delivered to our real-time wallboards, with a range of widgets to track scores and comments for individual teams and campaigns. We also provide agent wallboards, filtered to their own data.

On Demand Reports

Comprehensive reporting is available with key quality metrics, for all campaigns, teams and agents. Reports can be viewed online, as PDF, as CSV and can be scheduled to deliver on a daily, weekly or monthly basis.

Coaching & Feedback

Our solution presents an opportunity to provide one-on-one coaching and feedback sessions. Users can select a subset of an agent’s quality records, with associated quality scores and comments, and review together.

Real-Time Analysis

DigiDesk has a comprehensive range of real-time widgets and reports, used to track the volume of inbound chats, the number of chats connected, queued, answered, missed and abandoned.

Key Performance Indicators

Monitor a range of Key Performance Indicators (KPIs), to include total chats, chats answered, chats missed, average chat duration and SLAs… all broken down by individual agent.

Agent Workplace

Agents can review details about the chat journey, customer record, conversation history, and any notes attributed to the customer. Chats can then be tagged and marked as completed.

Intelligent Distribution

Different chat types can be intelligently routed to specific teams and agents, with the highest skill setting. Agents can manage multiple simultaneous sessions, across multiple accounts.

Advanced Features

Agents benefit from a preview of customer typing and ability to choose from a range of auto replies or short cut replies. Supervisors can monitor all current live chat sessions in real-time.

Audit Trail & Reports

A full audit trail of all customer chats and agent responses is available, with agent and performance reports. All reports can be viewed online, as PDF or CSV and delivered via scheduled reports.

Hear What Our Clients Are Saying...

Want to know more?

Get in touch to arrange a demo or enquire about a 30-day trial

Hear What Our Clients Are Saying...

Want to know more?

Get in touch to arrange a demo or enquire about a 30-day trial

View Our Latest Posts

Check out the latest articles, help guides and tutorials, from the DigiDesk blog