Quality Management Overview

Omni QM is the quality management system integrated into Bright Pattern Contact Center. It provides tools for reviewing customer interactions, evaluating agent performance, monitoring quality trends, and maintaining consistent evaluation standards across the contact center.

Quality management activities in Omni QM are centered around two primary workspaces: Eval Home and the Eval Console. Eval Home is used to search for interactions, evaluations, and assignments, while the Eval Console is used to review interaction assets such as recordings, transcripts, and screen recordings, as well as complete evaluations and calibrations.

Evaluations measure agent performance against predefined quality criteria, while calibrations help ensure scoring consistency among evaluators. Depending on configuration, Omni QM may also include Intelligence Engine features such as AI-generated summaries, autoscoring, sentiment analysis, and custom AI questions to assist with the evaluation process.