> Products > AQM (Agent Quality Management)
> Features
- Combines three class-leading components - Agent Assessment, Rules Recording and Record On Demand - to form one fully integrated quality management solution
- Agent assessment allows users to score call quality against a pre-defined set of questions. Using a simple graphical interface, quality supervisors can control the entire replay and assessment session through a single screen.
- Rules recording lets users define and capture a random sample of calls for each agent. This helps ensure impartiality and means supervisors can run assessments off-line at a time to suit themselves.
- Record on demand puts the power of instant call recording at agents' fingertips, letting them capture exceptional or abusive calls and providing a valuable confidence booster.
- Integrated performance reporting includes a range of pre-configured reports for analyzing agent, group and supervisor/auditor performance, speeding the production of improvement strategies.
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