NICE Uptivity Quality Management provides contact centers with the ability to record interactions and perform quality monitoring to improve customer service.
- Listen to your recordings and perform some basic recording-related tasks for yourself and one or more QA Groups
- Perform evaluations on the agents in your assigned QA Groups and on their recorded interactions
In some organizations, supervisors also:
- Create the evaluation forms they use
- Participate in calibration sessions to ensure consistency across different evaluators
- Act as arbitrators when an agent questions or disputes an evaluation
- Award achievements related to agent performance and other factors
The links below will provide you information you need to learn the basics of NICE Uptivity Quality Management.
Related Themes
- NICE Uptivity Web Portal Overview — to learn about the NICE Uptivity Web Portal and start customizing your workspace
- Recording Playback — to learn about listening to and working with recorded interactions
- QA Evaluations Overview — to learn about evaluating agents and interactions
- Calibration Overview — to learn about participating in calibration sessions (if your organization uses this feature)
- QA Arbitration and Review Process Overview — to learn about this process, also known as arbitration, which allows agents to question and dispute evaluations (if your organization uses this feature)
- Achievements Overview — to learn about how you can create achievements, award achievements, or both (if your organization uses this feature)
