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Using Quality Management Policies to Distribute Evaluations Completed by Supervisor Copilot

  • 1.  Using Quality Management Policies to Distribute Evaluations Completed by Supervisor Copilot

    Posted 2 days ago

    Hello everyone,

    I have a question regarding Quality Management policies and their interaction with Supervisor Copilot / AI-assisted evaluations.

    Today, we use QM policies to automatically distribute quality evaluation forms to supervisors based on criteria such as queue, agent, interaction type, and media. This works well for traditional manual evaluations.

    However, we are now leveraging Supervisor Copilot to assist supervisors in completing quality forms (pre-filling answers, insights, and recommendations).

    My question is:

    Is it possible to use QM policies to distribute quality forms that are intended to be finalized by Supervisor Copilot?

    The goal is to keep our quality sampling fully automated via policies, while still ensuring supervisors complete the evaluations with Copilot assistance.

    Any guidance, documentation, or real-world experience would be greatly appreciated.

    Thanks in advance!


    #AIScoring(VirtualSupervisor)
    #QualityEvaluations

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    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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  • 2.  RE: Using Quality Management Policies to Distribute Evaluations Completed by Supervisor Copilot

    Posted 2 days ago
    Edited by Mark Fagus 2 days ago

    Hi Mateus! 

    In the current release, evaluations (whether using policies or manually selecting interactions) need a level of human intervention before they are finalized. Even if the form is fully automated, it still requires a human to approve, edit, then submit the evaluation. 

    There are additional enhancements coming in 2026 that will remove the human from that equation. Here is a screenshot of the AI Scoring (Virtual Supervisor) Roadmap.  Quality Policies which will be known as Scoring rules will be moving under Programs which will allow Automated scoring of agent performance at scale. 



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    Mark Fagus
    Senior Global WEM Business Specialist
    ------------------------------

    Original Message


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