Getting started with U-Analyze Quality
Through Speech Analytics, U-Analyze Quality drives smarter and directed sampling of calls and auditing. The tool provides Quality Analyst an effective solution to monitor agent quality and performance. U-Analyze Quality will provide the following capabilities:
A dashboard view of Agent’s Performances
Ability to provide feedback and coaching comments for Agents
Effective feedback logging and tracking mechanism between Quality Analyst and Agents
Display of Leaders and Laggards
Drill down from Reports to Call List to help QAs in deeper analysis of calls
Analysis of Keyphrases through Keyword Clouds
Shortlisting good sample set of calls for QA to audit and analyze