Comprehensive Overview of Quality and Performance Management in Contact Centers

hey there welcome to module 8. in this course we will cover quality and Performance Management

in this module we will get an understanding for the importance of quality and performance monitoring learn

how to use analytics and Reporting features for monitoring and understand how to monitor q and agent performance

we will also explore gamification if you are keeping track this module will cover the quality and performance and

engagement sections let's get started quality management allows managers to record and evaluate agents and

interactions to improve the contact center experience managers can also coach agents to improve agent

performance to start we take a look at the encryption keys to access the encryption key management page within

the admin interface under quality click encryption keys within the configuration it defaults to

the recordings tab from here after you click the edit button you can change the key configuration type with Genesis

Cloud managed Keys you can change the kek in the encryption key UI with local key manager you must change keys that

exist in your key service with AWS KMS symmetric you can change the symmetric key in AWS KMS and then change the kek

in the encryption key UI from the periodic key change choose how often new keys should be generated you

can choose daily weekly monthly yearly or never click save when finished you can also choose to change the keys

now on pressing the button within the conversations and data actions tab you are able to change the key configuration

type you can choose between none and AWS KMS symmetric click save when finished next we will create an evaluation form

quality administrators manage the evaluation forms used to score recordings and agent performance

evaluation forms measure script adherence compliance with business practices or customer satisfaction

under the quality section click on evaluation forms the evaluation forms page is a dashboard for form management

activities which lists form names and the date and time that each form was last modified this information

represents the form's version ID let's go ahead and create one by pressing the create button in the evaluation form

name field enter a name for the evaluation form in the question group name field enter a

name for the first question group a question group is a label that categorizes a set of questions for

example product knowledge select the scoring Tab and then turn on the scaled scoring on option if scoring

is enabled in the group score scaling Factor field under the question group name assign a numeric weighting factor

for the question group in the question group properties area there are two options n a enabled question group

allows evaluators to select n a which skips all questions in the group answer is default to specifies whether you

assign answers to the highest scoring answer or enter by default select add question and select one of

the question types multiple choice yes no or range let's start with multiple choice so click on it in the question

field enter the question name in The Help text field add explanatory text about the question in the evaluation

form the explanatory text appears as a tooltip to preview the explanatory text click preview form off and then move

your cursor over the question mark to return to edit mode click preview form on

enter an answer in each of the fields provided click add answer to add another answer to the multiple choice question

selecting the add evaluation assistance condition option enables you to configure the system to automatically

fill out evaluation forms based on what speech and text analytics detects throughout the interaction

add numeric values to the points box generally correct answers have a value of 1. incorrect answers have a value of

zero optionally select one or more of the following options add an as an answer in the evaluation

form an edit check box appears if the respondent selects n a then other choices in the question are cleared and

unavailable require additional comments this selection requires a respondent to add

comments after an answer display this question conditionally this option allows you to set criteria for

whether this question is shown a critical question requires the respondent to select one of only two

possible answers assign the correct answer a value of one assign the incorrect answer a value of zero if the

respondent selects the incorrect answer and the question is a fatal question when an evaluator scores the evaluation

the fail result is assigned to select fatal question first select critical question

to delete an answer select the answer and click trash to reuse this question on other forms click save as template

add a descriptive name in the template name field and then click save to add the exact question to your

question favorites list select make this a favorite template to complete the question click done

to add a range question click range from the add question drop down fill out the question and help text as you did in the

multiple choice question you will notice it is basically the same set up as the multiple choice but this

time you will give a range so for the question how is the agent interaction with the customer you can give a one to

five range and Associate the points based on how good the ranking was as you see the answer properties and

scoring is the same as the multiple choice one additional option under logic allows you to display the question

conditionally when check you can choose when to display this question or any question after the first question based

on the response or responses to the previous questions on the form to add a yes no question click yes no

from the add question drop down fill out the question and help text as you did in the multiple choice question you can see

that all of the choices are the same the only difference is the answers which are yes or no once you are satisfied with

the different options click done click save in the bottom right that saves the form

continue adding questions until you are done click on publish form to publish the form and make it available to the

evaluators you should notice the form is now on the evaluation forms page let's keep in line with forms and move on to

survey forms web surveys allow you to invite a customer to provide feedback about a

previous interaction with your contact center after an interaction Genesis Cloud sends the customer an invitation

email containing a link to the survey complete three main procedures to send web surveys create the surveyed form set

up the survey invite flow in architect and create a policy to send the survey to customers

click survey forms under the quality section and the survey forms page will display click the create button select a

survey language Genesis Cloud translates the survey form editor and default survey text such as clear or characters

remaining to your chosen language however Genesis Cloud does not translate any text you add such as questions or

directions to see a preview of how the survey will appear to customers click preview form on to return to editing the

survey click preview form off under survey form name enter a name for your survey customers completing the

form do not see the survey name optionally to add a header to your survey click add header you can add

information about your company instructions or images to the header question groups allow you to group

questions together for example you could create question groups for questions about agent demeanor agent knowledge

satisfaction or ivr or automated system under question group name enter a name for the group of questions customers do

not see the question group name when they take the survey to add a question click add question select the

appropriate question type you can have the following question types multiple choice allows the customer to select a

single answer from a list of choices to respond to a question yes no allows the customer to select yes

or no to respond to a question range allows the customer to select from a range for example one to five to

respond to a question net promoter score allows the customer to select from a range of 0 to 10. this

question type also allows you to request a follow-up explanation you can add only one net promoter score question per

survey free text allows the customer to enter text in a text box to respond to a

question set a maximum character limit for the response read only allows you to write instructions or messages does not

allow the customer to respond the directions are exactly like creating questions for evaluation forms

after you have completed adding the questions click save then publish form you should now see the survey form

listed as published in the survey forms page surveys are an excellent way to get feedback on what the caller experience

was this can assist supervisors to better handle any issues before they become a bigger issue next we will look

at policies policies specify which interaction recordings to retain or delete you can

also use policies to automate some repetitive quality management tasks such as creating evaluations or starting a

calibration policies do not generate quality management evaluations for interactions

that took place prior to enabling the policy policies only apply to interactions that happen after you

enable the policy under the quality section click policies click on create new policy

enter a name for the policy enter a description of the policies function click a media type Tab and enable or

disable the policy for each media type by default call is enabled in chat email and message are disabled fill out the

matching criteria and actions to perform for each media type separately conversation directions indicates

whether to capture inbound or outbound interactions specific users matches against one or

more contact center users specific work teams matches against interactions serviced by one or more

work teams time sets matches against interactions during the specified time ranges

specific cues matches against one or more cues specific wrap-up codes matches against

one or more wrap-up codes date range matches against interactions on certain dates

conversation duration matches against a specified conversation duration conversation duration includes any part

of the interaction including time in queue and after call work customer participation only for email

and message interactions during which a customer participated or a customer did not participate

after setting the matching criteria we will set the actions to perform when the criteria matches

recording retention specifies whether to retain or delete a recording retain recordings you must retain interactions

for evaluations calibrations and surveys retrieve recorded interactions from the interactions Details page

do not save recordings interactions are not saved for long-term storage if selected other recording options as well

as evaluation and Survey options are not applicable and are not shown archive recording after specifies a

length of time to retain the recording and immediately available storage after this interval Genesis Cloud moves the

recording to long-term storage delete recordings after specifies the number of days before deleting the

recording export copy of recordings automatically export recordings including screen recordings have

selected to an AWS S3 bucket initiate screen recording specifies whether to start a screen recording you can specify

whether to record after call work and archive the recording you must enter a delete date and you can keep screen

recordings for a maximum of 365 days assign evaluations by evaluators automatically creates the specified

number of evaluations per time period for each evaluator specified in the policy you can specify a form one or

multiple evaluators one to assign evaluations and the number of evaluations per time interval that the

policy assigns to the selected quality evaluators for example if you specify five evaluators and choose two

evaluations per day Genesis Cloud will assign five evaluations x two times per day for a total of 10 evaluations per

day assign evaluations by agents automatically creates the specified

number of evaluations per time period for each agent listed in the matching criteria select the number of

evaluations per time period the time zone evaluation form to use specify the connected time and one or multiple

evaluators Genesis Cloud assigns evaluations evenly among the selected evaluators

assign evaluations by interactions automatically creates an evaluation for every matching interaction you can

specify form and one or multiple evaluators if multiple evaluators are specified they will each be assigned the

same set of interactions to evaluate assign calibration evaluations automatically creates a calibration

evaluation for every matching interaction you can specify a form two or more evaluators and expert evaluator

and a calibrator this uses the evaluation forms we created previously under surveys send web survey

automatically sends a web surveyed email invitation for matching interactions select a survey form survey invite flow

email domain and number of invitations to send this uses the survey forms we created previously

let's review the evaluators page next if you click evaluators under the quality section a page will open that

lists all of the evaluators that have the evaluator role you can search by name

to sort by group or work team under evaluations performed it summarizes activity by the quality

evaluator under calibrations performed it summarizes the status of each

calibration and the variation within scores for the interaction you can click the form name to view the calibration

next we are going to talk about recording management in recording management under quality

you can control recording settings for your organization for screen recordings you can limit the

bandwidth used by screen recordings by setting a maximum number of simultaneous screen recordings this setting can be

particularly useful if you have quality management policies that automatically initiate a screen recording you can have

a maximum of 2 000 simultaneous screen recordings for storage of call recordings select to

always store call recordings in your home region or to store call recordings in the region defined in your Global

media fabric trunk configuration orphaned recordings identifies recordings stored only on the Genesis

Cloud Edge device click update settings if you have made changes you wish to save

the next one we are going to review is the quality section is topic minor topic Miner analyzes voice and digital

transcripts to discover topics and phrases of interest within a conversation you can then use those

topics and phrases to create topics in the topic minor topics or collections of phrases that indicate a business level

intent let's create our first Miner click new Miner under name add a descriptive name for the miner click the

language list and select the language in which to mine topics under data source click Genesis Cloud

under date range use the calendars to select the date range in which the miner searches conversations between the agent

and the customer under media type select chat call or message transcripts

click the participants list and select whether to mine topics from internal agents external customers or both

click the cues list and select up to five cues from which to mine transcripts click confirm let's continue on to

speech and text Analytics speech and text analytics is a set of features that provide automated speech

and text analytics capabilities on one hundred percent of interactions to provide deep insight into customer agent

conversations from the speech and text analytics page you can enable voice transcription select a default program

and determine the dialects that should be analyzed in digital interactions the voice transcription feature transcribes

voice interactions and the contact center into written words that are stored as Speaker separated

conversational text a program is a set of instructions that tell speech and text analytics what to recognize and

recorded conversations between contact center participants and customers in relation to a specific business issue

selecting a dialect for digital interactions ensures that the system applies the correct analysis

first we need to enable voice transcription under the quality section click speech and text Analytics select

the settings tab under voice transcription select enabled based on Queue configuration or flow action in

order to complete voice transcription we showed you when we created a queue how to enable transcription for enabling it

within call flows work with your architect engineer to enable that under text analytics on digital interactions

enable it under transcript confidence filter set the minimum confidence threshold required for a word to be

displayed in a transcript the default value for word confidence is set to 40. under low latency transcription select

enable if you want to minimize the latency of all transcripts sent through the notification API

turn on transcript content search if you want all voice transcripts and digital interaction content for the last 35 days

to be searchable under default program select the fallback program to use for topic

detection if no program is mapped to a queue or flow click save the next exercise will discuss adding programs

out of the box topics are a good way to start the topic creation process but since they are a product of similar

organizations and not specifically your organization it is highly recommended that you modify these topics to your own

specific language and terminology when working with customers or referring to products and services from speech and

text analytics select the actions tab from the select dialect list select the dialect that best represents your

interactions from the add new topics only list select one of the following add new topics only enables you to add

one or more topics to the topic list merge topics and phrases enables you to merge new topics with existing topics

that have the same name and selected dialect click generate next up let's dive into sentiment feedback

sentiment analysis works out of the box for this reason sentiment feedback does not need to be configured sentiment

feedback only occurs when sentiment analysis errors must be fixed specifically when a phrase is

inaccurately labeled with a sentiment contrary to the user's expectations although the sentiment analysis results

are derived from contact center specific transcriptions and data there are cases where organizations need to enhance the

analysis by adding a phrase that conveys specific sentiment the phrases are dialect specific and must be mapped to

only one salmon let's add our first sentiment feedback phrase click sentiment feedback from the quality

section when the sentiment feedback page comes up click on the add phrase button in the

phrase field enter the phrase from the cinema list select positive negative or neutral

for the dialect list select the language that must be associated with this new phrase Click app something to note to

delete a phrase from the sentiment feedback list click the delete icon in the action column associated with the

phrase you want to delete adding or removing a phrase from the sentiment feedback list does not add or remove

sentiment markers and interactions where this phrase may have been previously detected

the added phrase must have a minimum of three letters and a maximum of 20 words we created a topic minor earlier if you

didn't run it then go back to topic minor and run it it will deliver a report about most commonly used phrases

in this example exchange rate and bill payment was set in over 21 of calls as you can see you are able to select

the phrases used from the report and add them to the topics in this exercise we are going to go to topics and create one

click the create topic button in topic name enter a unique name that is easy to correlate to the business

issue in description enter a free text description of the topic the description is limited to 1000 characters

a tag enables you to classify and group programs and topics select existing tags or create new tags in the field provided

type the tag name if the tag exists it will appear in the tag list if you are creating a new tag the word will appear

with new tag next to it press enter to add the new tag program contains the number of programs

associated with the selected topic click inside the programs field to see the selected programs to select or deselect

programs and to search for specific programs strictness indicates how strict the

matching algorithm is when matching phrases in a transcript the matching algorithm looks at phrase confidence

after stemming to determine if the phrase is a match dialect indicates the dialect associated

with the specific topic select a dialect from the dialect field participants indicates the participant

associated with the specific topic select from The Following external indicates that this specific topic will

only be recognized when its phrases were said by the customer internal indicates that this specific

topic will only be recognized when its phrases were said by ivr act agent conference or voicemail

both indicates that the specific topic will only be recognized when its phrases were said by an external participant

internal participant or both click the phrases tab to add a list of phrases click add phrase

you can either enter a single phrase or upload a text file for multiple phrases select a strictness and click add click

save draft and publish next up our last Topic in the quality section programs programs are a package of topics that

instruct the speech and text analytics feature about which business level intents to look for in recorded

conversations between interaction participants programs are mapped to specific cues or flows and can contain

topics of varying languages or dialects this is essential since different parts of the contact center may have different

business interest intents in the quality section click programs click create program

enter a unique name that is easy to correlate to the business issue the program name is case sensitive and is

limited to 100 characters enter a free text description of the program the program description is

limited to 10 240 characters a tag enables you to classify and group programs and topics select one or more

existing tags and or create one or more new tags in the field provided type the tag name if the tag exists it appears in

the tag list if you are creating a new tag the word appears with new tag next to it the tag name is case sensitive and

is limited to 100 characters press enter to add the new tag select one or more cues to mapped to the

program select one or more flows to map to the program

click the selected topics tab to add one or more topics to the new program click the check box next to the topic or

topics you want to add to the program click save draft to create the new program then publish

now that we have made it through the quality section you should now have a better understanding around the workings

of topics sentiment feedback and evaluations and surveys most of the time supervisors will be responsible for the

section we just covered but it is a good idea for an administrator to have a general understanding so that you can

provide support if needed that goes for the next section as well performance and engagement let's jump over there

in the performance and engagement section you can provide agents in your organization with the tools and

motivation to improve their performance with development and feedback training modules and gamification this is another

section supervisors will creating and manage having an administrator's understanding of this section will allow

you to support this under performance and engagement click development and feedback

this is where you can assign pre-packaged Genesis Beyond training modules or create your own development

in feedback modules for agents to bridge knowledge gaps and drive performance improvements from this view you can

create new modules and filter the existing module lists under module name is the name of the module the type

column is one of the below learning enables agents to increase their knowledge

learning with assessment enables agents to evaluate and increase their knowledge assessment enables agents to evaluate

their knowledge through a standalone assessment the assigned column is how many users

the module is assigned to completed is how many users have completed the module percentage passed is the percentage of

users who pass the module average score is the average user's score for the specific module status shows whether it

has been published or not Auto assign indicates if Auto assign is on or off of the module scours indicates who created

the module in this Hands-On we will create a basic learning with assessment module but will

have Hands-On documents for all three click new module and select learning with assessment

from the details tab give the module a name and description this information appears on the module landing page

in the recommended completion date field set a time frame to complete the module in the recommended time to complete

Fields enter the number of hours and minutes to recommend that the agent takes to complete the module

in the cover image field upload a cover image click select image if you do not select an image the system uses the

default image to add a new image to the list click upload in the module Creator click the content tab

to upload new content click the upload icon if you want to use a file already in your documents you can search for the

document click the filter button if you want to filter your results to add more content click add content and repeat the

previous step reorder the content using the arrows in the content row click the assessments tab enter a pass Mark

percent in the field provided the user must achieve this score to pass the module the pass Mark appears at the

bottom of the details tab click under question group name add a name of a question group a question

group is a label that categorizes a set of questions for example product knowledge

an enabled question group allows evaluators to select n a which skips all questions in the group answers default

to specifies whether you assign answers to the highest scoring answer or any by default display conditionally allows you

to set criteria for whether this question group is shown also this option does not appear in the first question

group it only appears in subsequent question groups insert a question type by default you can insert a multiple

choice yes no or free text question if they are available then you can insert custom question types this follows the

same pattern as a survey or evaluation to add another question to this question group click add question again to add a

new question group click the name of the current question group click add question group when you finish adding

groups and questions click save or save and publish in the module Creator click the auto

assign tab to assign modules automatically based on rules that you create enable auto assign

select include or exclude select the ACD skills division group and queue

add the list of people that you want to include the right column displays the people that belong to the list you add

if you want to add another rule click add Rule and then repeat the previous steps when you finish creating the rules

click save click workspace under performance under employment engagement select agent

development click the development tab choose the agent that you want to assign a module

click the assign module button at the top of the page in the field at the top of the assign

module Window search for the module you want to assign in the field at the top of the assign module Window search for

the module you want to assign from the list provided to the right of the search field filter the module list

scroll through the list of modules that appears and click assign to assign a specific module

if a recommended duration is configured for a module the recommended duration appears for the specific module either

use the recommended or change the date to complete buy click next review the details and click confirm to

verify that the module is assigned successfully open your inbox or open your activity page and search for the

assigned module in the assigned modules section moving on to external metrics

definitions Performance Management and gamification is focused on defining performance goals and expectations and

then measuring against these goals to see how individuals and teams are performing this feature allows you to

import external metrics and make them an integral part of an employee's performance scorecard as a result

supervisors receive a single and complete view of agent performance on all key measures that your organization

cares about some examples of external metrics are customer satisfaction scores often from

third parties daily sales first Contact resolution rate

number of leads generated number of visits booked retention rate refund rate

net promoter score click external metric definitions under performance and engagement click new

external metric enter the name of the type of external metric being defined under metric name

under metric unit select from either number seconds percent or currency the metric unit indicates the unit of

measurement for the specific measure under rounding Precision select how many digits to round to when the metric is

displayed in the UI default objective type indicates the default that will be used when a user tries to add the

specific external metric to a gamification profile move the disabled slider to the right to

enable the metric metric enablement takes effect immediately click save metric once the external metric

definition is created and enabled it can be added to one or more gamification profiles let's jump over to gamification

settings to continue turn on gamification for your organization upon activation Genesis

Cloud begins viewing your defined objectives and assigns points based on performance granting the gamification

permissions adds this feature to each user's activity page allowing agents and supervisors to track performance and

compare scores to others in your organization click gamification settings under performance and engagement select

the settings tab and under General enable the gamification toggle in the start date box type a date or selected

date from the calendar when Auto assignment is enabled all users not a part of the gamification

profile is assigned to the default profile when a user is enrolled in gamification the user may be billed for

this functionality of gamification is not included in the organization's base subscription

the actions tab and the start date will clear all personal bests achieved prior to the start date selected this applies

to all gamification profiles the last thing left is to create profiles profiles allow you to measure

the performance of individuals or a group of Agents based on specific metrics that you configure profiles also

allow you to set performance goals for a group of Agents with shared performance goals while your organization only has

one default profile you can create up to 100 profiles to suit your needs your organization has one default

gamification profile the default profile includes the default metrics objectives and membership that your organization

uses you can customize certain aspects of the default profile as needed as a fallback profile for your organization

however you cannot rename or delete the default profile and you cannot change its description status or division

custom profiles are distinct profiles that you can create to measure the performance of Select groups of Agents

let's create a custom profile by clicking new profile name the profile and enter a description

assign a division only users with the appropriate permissions for the division can view the profile however members of

a profile can be from any division set a reporting interval the default intervals are 4 weeks and 13 weeks and

the maximum intervals allowed are 90 days 13 weeks or 3 months enter the number of ranks to display on

the leaderboard for each metric users who have the supervisor role or elevated permissions can see the top 300 ranks

regardless of this setting click create profile confirm whether you want to copy the

default metrics or not now that you have created the profile you now have access to the metrics and

members tab on metrics you will notice that metrics have been copied from the default profile you can create another

metric or copy a metric click create metric give an aim to the metric and select the metric type

on the objective tab in the objective type list click the type of objective to use with this metric some metrics have a

set objective type and you cannot change it set the upper and lower limits for each

Zone in the unit of measure for the objective type set the points to award when an agent's performance Falls within

a particular Zone you can specify a single point value or a range of points to switch from one to the other click

the diagonal arrows beside the point box to add members click the members tab then add members in the list box Click

by agent and in the search box begin typing the name of the agent you want to add as you type the search results

adjust to only show the agents who match your search criteria click the agent to add and then click add to list click

assign agents the selected agent is added to the members list after you create a list of new or

replacement members the confirm assignment dialog box appears review the expected assignments and adjust the

assignments as necessary then click confirm assignment profile changes are effective immediately and reflected in

agent scorecards average team scores and leaderboards gamification is a great way to use

performance points and tracking to establish a clear coaching plan create a culture of learning promote fairness and

transparency and bring new agents up to speed faster performance points reward and motivate users to progress towards

your goals to recap this module is designed to provide you with all the knowledge

around quality performance and engagement to better assist the supervisors in creating and managing the

different elements of these sections as an administrator you may not need to create and manage these items but having

a better understanding will help you guide the team that does need to understand and manage it just like

previous modules we have several Hands-On exercises for you to download and complete thank you for completing

module 8. in module 9 we will discuss telephony and trunk management see you there