Quality Management

Enhance Agent Performance and Ensure Consistent Service Quality through Comprehensive Quality Assessments

ExpertFlow’s Quality Management Solution enables contact centers to implement structured evaluations, enhancing agent performance and ensuring consistent customer interactions. By integrating seamlessly with platforms like Cisco UCCE, UCCX, PCCE, Webex Contact Center, and other contact center solutions, our system offers automated review scheduling, comprehensive interaction analysis, and detailed reporting. This comprehensive approach empowers your team to uphold high-quality service standards and achieve operational efficiency.

Review Scheduler

Automate evaluation assignments with customizable scheduling options, allowing for both one-time and recurring assessments. This ensures timely and systematic quality evaluations, tailored to your contact center’s specific needs.

Conversation List

Easily browse and filter recorded interactions by agent, call direction, duration, and wrap-ups for targeted evaluations.

Conversation View

Display complete interaction histories, including chat logs and call recordings, to conduct thorough performance assessments.

Review Screen

Monitor evaluation statuses—Pending, In Progress, Completed—to manage the quality assurance process efficiently.

Comprehensive Reporting and Insights

Utilize detailed reports to track evaluation trends, assess team performance, and ensure evaluation consistency.

Quality Management