Maintenance Manual

Recordings
Evaluation Forms
129
Evaluation Forms
The Evaluation Forms node enables you to:
• Create and maintain evaluation forms.
• Configure who can evaluate contacts that use a specific form.
• Configure who can approve evaluations that use a specific form.
New forms are created based on one of four read-only templates that come with Quality
Management Administrator.
Best Practices for Agent Evaluations
This section describes best practices for agent evaluations using Quality Management.
Goal of Quality Management
The goal of quality management is to establish consistency throughout th
e contact
center. So no matter what agent a customer calls on any given day, they get a
consistently excellent user experiences. This allows you to:
• Reduce labor costs through efficiencies.
• Identify customer needs and expectations.
• Improve customer satisfaction.