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LiveVox Unified Quality Management (U-QM) is a quality management system offered by LiveVox. It is designed to help your organization optimize the performance of the contact center operations. U-QM provides tools and resources that are required to monitor, evaluate, and improve the quality of customer interactions. U-QM offers a comprehensive quality monitoring workflow to accurately evaluate the performance of an agent by recording, analysing, and scoring agent-customer interactions. You can create custom scorecards and set the scoring criteria for various interactions which enables you to evaluate and monitor performance based on your organization’s needs. Alerts and notifications can be set up for various tasks, agent shifts can be scheduled, and work queue tasks can be tracked which helps in the management of compliance and regulatory requirements. U-QM also enables you to identify skill gaps and training needs, assist in agent training, and research customer complaints thus helping managers to improve agent performance.

Benefits

U-QM enables you to:

  • Analyze call recordings, check for the language used in the call, monitor active/silence time using Speech IQ.
  • Enhance agent skills by providing trainings at regular intervals using Coaching and E-Learning Options.
  • Track the progress of different tasks using Work Queue Management.
  • Forecast staffing requirements, implement and adjust schedules, monitor adherence to schedules by the agents, and generate shift reports using Workforce Management.

The U-QM workflow tasks are facilitated through the Work Force Optimization (WFO) tab of the LiveVox Portal (LVP).

Accessing Work Force Optimization (WFO)

When enabled, the WFO tab appears next to the Review tab in the LiveVox Portal.

  • To view the add-on products enabled for your site, go to Configure > Client / Service > Client editor > Billing tab > WFO section.
  • Contact LiveVox Customer Care to discuss the add-on product setup for your site.
  • For information about the roles and permissions associated with SMS, see the User Roles and Permissions section in the Product Documentation Library.

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