Creating a QM Plan

Click the Applications Dial Pad

Select QM Advanced

Select Quality Planner

Select New Plan

Enter a Plan Name and Description

Evaluation Type: Standard Evaluation

Plan Definition: Recurring Monthly

Select the required Evaluation Form

Select the Number of interactions per agent

Increasing the number of interactions per agent will increase the number of evaluations each supervisor will be assigned to review per day.

Call length: Greater than 00:00:30

Depending on the kind of calls your agents handle:

Interactions: All

Channels: Voice

Direction: Incoming and Outgoing

Sentiment: Positive and Negative

Neutral and Mixed sentiments should not be selected.

Select the Skills used by your agents

Select the Dispositions to include

Click Select Categories

Expand Custom Categories:

Check Active Listening Courtesy Words and Greeting

Based on the account you manage you may have additional categories to add.

Click Select Categories

Select the Team(s) to include

Click Add Evaluators

Click the Name(s) of the Evaluator(s)

The Evaluators will appear on the right.

Click Save

Review the Plan Summary

Scroll Up

Click Save & Activate

Once a plan has been activated, it cannot be modified. You will need to deactivate, and duplicate the plan to make modifications.