Features
- 30 May 2025
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Features
- Updated on 30 May 2025
- 1 Minute to read
- Contributors
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- PDF
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| Document Number | Revision Number | Revision Date |
|---|---|---|
| KN. GU.10.EN | Rev1 | 30.05.2025 |
| Feature | Description |
|---|---|
| AQM | CA enables the users to assess each conversation through automated evaluations. The user has the flexibility to create a single form with both manual and automatic questions. Forms exclusively consisting of automatic questions are suitable for automated evaluations. The evaluator service then assigns scores to the conversations based on predefined rules for automatic assessment. AQM empowers managers to establish assignments and foster a dependable QM process while optimizing the management of the resources. It allows the agents to review their evaluated conversations and receive feedback for the improvement. The evaluator can also utilize AQM to calibrate assessments conducted by others by providing an additional perspective, or modify his/her evaluation in case of any inaccuracies. Furthermore, the agent has the opportunity to challenge the evaluation of the conversation and request a secondary review. |
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