Bring additional insights to your agents with real-time and historical quality assurance reporting. Our WFM + QA solution combines best-in-class capabilities to help modern support teams scale performant customer experiences.
Seamless integrations with MaestroQA and Klaus
Other workforce engagement platforms offering both WFM and QA have a clumsy user experience and operate as two separate tools, leaving you with siloed data. With our integrations, you’ll be able to pull each agent’s QA data right into their individual agent scorecards in just a few clicks.
With WFM and QA in one tool, you’ll have a single source of truth to identify gaps and areas of opportunity. Combine QA, adherence, and utilization metrics to guide coaching conversations and provide actionable feedback.
Measure impact over time
Enrich historical reporting with QA data to get the full picture of your support operations. Track team improvements over time, inform future headcount requirements, and make data-driven staffing decisions.
Multiple permissions options give you flexibility and control over what your agents can view. Allow them to view their full scorecard so they know where they stand, let agents view team members’ scorecards for teamwide accountability, or hide scorecards from agent view for leadership’s eyes only.