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Quality Management Essential for Supervisors 40 min
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Getting Started 20 min
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QM Premium 19 min
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QM Advanced 22 min
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My Zone 10 min
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Quality Plans 31 min
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Calibration 27 min
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Pre-Built Reports 46 min
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Form Manager 28 min
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Interactions Hub Search & Player: Getting Started 30 min
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Recording for Administrators 60 min
- Evaluation Views
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Meet the team 2 min
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Create the employee and assign the team 1 min
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View types 3 min
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Quality plan 1 min
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Performance monitoring 1 min
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On-the-fly evaluation 2 min
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Task assignment 2 min
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Full Video 9 min
- Training Satisfaction Survey
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Training Satisfaction Survey
Quality Management
This course provides a comprehensive guide to NICE CXone Mpower Quality Management (QM), covering everything from initial setup to advanced AI-driven evaluation capabilities.
This course provides a comprehensive guide to NICE CXone Mpower Quality Management (QM), covering everything from initial setup to advanced AI-driven evaluation capabilities. Learners will start with the core fundamentals of QM including navigating the Interactions Hub, building quality forms, setting up quality plans, and monitoring performance through My Zone and Dashboards.
The course then progresses through key QM processes such as calibration, agent evaluations, appeals, self-assessments, and coaching, equipping supervisors and evaluators with the tools to effectively manage and oversee the quality process. Learners will also gain hands-on knowledge of QM Advanced and QM Premium, including AI-powered scoring through Enlighten Behaviors, automated interaction selection, and sentiment analysis.
Additional topics include interaction search and playback, recording administration, pre-built QM reports, and role based access control for evaluation views providing administrators and managers with the skills to configure and govern the QM environment at scale.
By the end of this course, learners will be fully equipped to implement, manage, and optimize the Quality Management process within CXone Mpower, driving agent performance improvements and delivering a better customer experience.