Performance Management Tools

Performance Management provides features that assess the quality of your agent’s interactions and identify areas for improvement.

Performance Management provides supervisors and administrators with the tools to systematically evaluate contact center interactions and identify areas for improvement through scorecards. Once the scorecard infrastructure is built within Quality Management, supervisors can conveniently review conversations either as part of a scheduled assessment or on a spontaneous (ad-hoc) basis, while also having the flexibility to assign multiple reviewers to the same interaction, helping ensure scoring consistency across a panel of assessors.

Scorecards

Scorecards are a list of user-defined questions used by a supervisor to score agent performance during consumer interactions

Within Quality Management, consumer interactions are evaluated through scorecards containing a list of user-defined questions intended to score an agent’s performance. Each scorecard template must be built by a Quality Management supervisor or administrator with sufficient role permissions before it can be applied to a conversation.

Scorecards support three question types—yes or no, single choice, and a rating scale—and can be used in any mixture

A Quality Management administrator may choose one of three question types for each question on a scorecard: yes or no, single choice, or a rating scale. Each scorecard may use any mixture of these question types as desired.

Scorecard questions support weighted values, cumulative scoring, evaluator comments, required responses, and automatic failures

Scorecard questions support a multitude of features to improve the evaluation process. Features available for scorecard questions include:

• Weighted Values: Questions within a section may contribute more or less points to a passing grade based on the importance of a question.

• Cumulative Scoring: Questions may be given a value which contributes to a cumulative evaluation score between all other scorecard questions. Depending on the agent’s actions, their cumulative score may or may not meet a passing grade by the end of an evaluation if they failed to follow proper procedure.

• Evaluator Comments: The scorecard evaluator may leave comments or notes for a specific question on the scorecard. This offers evaluators the opportunity to provide direct feedback on an agent’s performance, indicating what they have done well or where there is opportunity to improve.

• Required Responses: The scorecard question must be answered and cannot be left blank.

• Automatic Failure: If an agent fails a question, the entire scorecard is marked with a failing grade.

Each scorecard uses a percentage or points-based scoring system

When designing a scorecard, the Quality Management administrator may use either a percentage or points-based system. In a percentage-based system, the overall evaluation is expressed as a percentage (i.e. 90%), while in a points-based system, it is expressed as a numerical score (i.e., 90/100 or 133/150).

There is no significant difference between these two systems, except that a percentage-based scoring enables weighted scoring by section, whereas points-based scoring is exclusively cumulative.

Evaluations

Evaluations are when an assessor applies a scorecard to an agent’s conversation

An evaluation occurs when a Quality Management supervisor or manager applies a scorecard to an agent’s conversation. To perform an assessment, a user with sufficient role permissions can navigate to an interaction, select the Performance tab, click Evaluate, and select the appropriate scorecard.

Managers can assign evaluations to an assessor

In addition to spontaneous (ad-hoc) evaluations, a manager or user with sufficient role permissions can assign evaluations to other Quality Management supervisors or managers.

When an evaluation is assigned, the assessor will receive an email with a direct link to the conversation, the scorecard to be used, and a due-by date.

Agents can dispute or acknowledge their evaluations

After an evaluation is performed, users will be notified of a completed evaluation via email. From there, users can review their evaluation for feedback and reflection, with the option to acknowledge or dispute the evaluation.

If an evaluation is disputed, the evaluator will receive an email notification and be provided an opportunity to respond to the agent’s feedback by re-evaluating the interaction or re-affirming the score. Alternatively, supervisors can access disputed evaluations from the Quality Management web portal.

Supervisors can require agents to acknowledge evaluations

If desired, account admins can require agents to acknowledge their completed evaluations. When this feature is enabled, agents receive email notifications for new evaluations that need acknowledgment. From there, agents can review and acknowledge or submit a dispute for their score. If an agent does not acknowledge or dispute the evaluation within the account’s set amount of time, it will be automatically acknowledged by the system. The following image provides an example of the email an agent will receive.

Calibrations

Calibrations allow multiple assessors to apply a common scorecard to the same conversation and are intended to ensure scorecards are being consistently applied

Calibrations are intended to test the consistency of a scorecard’s application within an organization. To perform a calibration, a user with sufficient role permissions must create a calibration session, where multiple assessors are selected to apply a common scorecard to the same conversation. When an assessor is assigned to a calibration session, they will receive an email similar to a routine evaluation. After completion, a successful calibration should reveal a generally consistent score between the assessors, with little-to-no variance across the scorecards.

The following image provides an example of a calibration assignment pop-up.

Additional Features

Customers can also add manual or “offline” interactions to score conversations not captured by their Contact Center integration

Supervisors and Managers, depending on their role’s permissions, can manually add “offline” interactions for scoring within Quality Management. This feature empowers these roles to apply scorecards to additional interactions not recorded by their Zoom Contact Center integration within a unified platform, helping to ensure a consistent set of criteria is used across all interactions.

Supervisors and Managers can leave comments on specific sections of a transcript for discussion, feedback, or follow up

Supervisors and managers can leave comments at specific timestamps within each interaction analyzed by Quality Management. This feature allows them to provide direct feedback to agents on critical moments of the conversation or mark sections for future discussion or follow-up. Additionally, commenters can tag an agent or supervisor, who will receive a notification and bring them to the comment. These comments can be left as public for anyone to see, or private for only tagged persons.

The following image provides an example of a comment left within a conversation.

Moments are short, recorded segments — or clips — of an interaction and can be shared with others

Within Quality Management, Moments are short recordings that highlight important moments from a conversation and can be shared with others for viewing or learning opportunities.

For example, if an agent handles a difficult situation or moment in a conversation remarkably well, a supervisor or manager can create a separate, shorter, recording of the conversation highlighting what the agent did well. Afterwards, the supervisor or manager can share the recording link of the Moment with others—internal or external to the account—as an example for other agents.