Basics about Recording Quality Management

ACE Recording Quality Management is a group of functions that allow you to follow up on, and improve, agent performance during calls.

In addition to recording, monitoring, playback, and storage of files, ACE Recording provides a concept named Quality Management, including the following features from NICE Engage®:

• Forms for evaluation of the agents' calls that the administrator can create using templates in the Form Designer sub module. See Form Designer – evaluation forms.
• Statistical reports for quality evaluations tailored and generated via Reporter. See Reporter - statistics for quality evaluations.
• An individually customised portal for agents, coaches and administrators, The agent's view - My Universe, where the user may
  • listen to and look at his own recorded interactions,
  • open packages with audio files and documents compiled by the coach,
  • view the evaluations made for his calls.

My Universe – customised information portal

The Quality Management concept includes an information portal, My Universe, presenting information about productivity and performance, from different perspectives for different target groups. The coach can select the views to be included in My Universe, from different modules:

• Reports
• Queries

The selected components are given their specific fixed position on the screen and so the user can quickly find his tools. In the screen shots below, you see how the coach selects the components to be included. The finished view, without data, is shown at the bottom.

For more information on how to configure My Universe, see My Universe Guide.pdf, included in NICE Engage® manual suite.