Interaction Quality Manager

Interaction Quality Manager provides quality monitoring features that provide users with the ability to search and playback all recorded interactions, manage the quality monitoring process, and perform quality monitoring activities. With Interaction Quality Manager you can create evaluation forms and score recordings. Interaction Quality Manager’s scoring features simplify quality and compliance assessment processes, while out-of-the-box reports facilitate measuring team and individual scoring results. Interaction Quality Manager provides integrated scoring and analytics for agent coaching and quality measurement.

This document includes:

• An Overview of Interaction Recorder

• How Interaction Recorder works

• Planning for your Interaction Recorder installation

• Installing and Configuring Interaction Recorder

• Installing Interaction Recorder Client for IC Business Manager

• Installing Interaction Screen Recorder Capture Client

• Using Interaction Recorder Client for IC Business Manager

• Using Interaction Recorder Policy Editor

• Using Interaction Quality Manager