The Unified Quality Management (U-QM) offers a comprehensive quality monitoring workflow to accurately evaluate the performance of an agent by analyzing and scoring agent-customer interactions, identifying skill gaps and training needs, assisting in agent training, researching customer complaints, scheduling shifts for agents, and tracking work queue tasks.
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.