AQMonitoring Overview
DGVox AQM is one of the most useful utility module of DGVox for Contact centers and BPOs. AQM is used for detailed evaluation of calls by the agents based on the customizable forms and score cards which can be created based on the business requirements. DGVox Screen capture module will capture the video which will also be made available for agent evaluation purpose. Many evaluation based reports are available for analysis based on the number of evaluations, individual agents, and evaluation of specific performance areas.
AQMonitoring Features
- Inbox facility available in DGVox AQM is useful for selecting multiple calls for evaluation and push it to user’s inbox or assign it to a supervisor inbox for evaluations later.
- Evaluators can form custom rules based search forms and use those forms to select daily calls for evaluation, so that matching the criteria of the calls need not be entered multiple times daily.
- Performance Summary Reports are based on evaluation, number of evaluations, key performance areas, individual agents or agent groups. More customized reports can be provided on request.
- Screen capture module of DGVox will provide the agent activities as a video file along with the voice. This will be available for evalauation as well.
- For enterprise platforms of Cisco, Avaya, Unify etc., call parameters like Skill Group and Agent ID will be available for evaluation along with the call details.
- AQM module ensures that the agent’s performance is up to expectation. The call center supervisors can easily monitor, evaluate and train the agent to ensure that their performance meets expected service levels.
AQMonitoring Benefits
- Detailed evaluation of agent calls
- Customized forms and score cards
- Multiple reports and tools to improve agent performance
- Enables evaluation of specific criteria
