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Best practice for Speechminer - QM evaluations

  • 1.  Best practice for Speechminer - QM evaluations

    Posted 08-27-2019 08:36
    I'm having a hard time finding 'Best Practice" guidelines for Supervisors using the QM evaluations in speechminer
    ( we're still on 8.5.5) and I'm looking for your help. We finally have forms loaded, but looking to setup the distribution of agent calls for review.
    -ratio is usually about 10 - 20 agents per supervisor ( 7 total)..

    What is your rule of thumb for:
    Frequency of call review? eg Agent A gets their calls scored once a week? once a month?

    What is the usual recording sampling that you use? eg, last week? last month? What's you oldest date?

    How many samples do you usually take per agent review?

    How often do you do calibrations?

    Any tips or insights for setting up the distribution? (Each supervisor is in charge of a different piece of the business, so would always have the same agents.)

    Thanks for your help!
    #QualityManagement

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    Monique Morel-Peseski
    Messer Canada Inc.
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  • 2.  RE: Best practice for Speechminer - QM evaluations

    Posted 08-27-2019 13:01
    Edited by Kevin Brown 01-17-2020 16:55


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