Quick Start Guide for QM Evaluators

Welcome to Workforce Optimization Quality Management (QM)! QM allows you to give feedback to agents quickly and keep tabs on your own work.

NOTE   You might be able to create your own reports with Provider Data Explorer. For some example reports and instructions on how to add them to your Workforce Optimization home page, check out the Sample Home Page for a QM Supervisor Quick Start Guide. (Yes, the title says Supervisor and not Evaluator, but many of the examples apply to evaluators too.)

• Evaluate a contact
• Work with contacts assigned to you
• Search for specific contacts (use filters)
• Customize the columns on the Interactions page
• Flag a contact