Course Description
Using Quality Management eLibrary is a series of eLearning episodes which provide students introduction to Genesys Quality Management. Topics available for students to learn: Quality Management foundations, Forms Manager, Evaluations Manager, Evaluation Sessions, Quality Management Reports and SpeechMiner Dashboard. Using explanations, demonstrations, and click-through simulations students learn essential skills in Quality Management User Interface SpeechMiner within each episode.
Prerequisites
Using GIR 8.5 Recording UI
Course Topics and Objectives
1. Quality Management
Quality Management Overview
2. Forms Manager
Forms Manager Overview
o Understand the Forms Manager page
o Identify the steps for building a form
Forms Manager Grid
o Understand the Forms Manager Grid
o Identify the elements in the Forms Manager Grid
New Form
o Understand how to create a new form
o Identify the elements in a new form
Questions
o Understand the Question Groups and Questions in a form
o Identify the question types
o Describe the question editor
o Understand auto-fail questions
o Identify mandatory questions
Question Weights
o Identify the weighting configuration
o Understand score calculation
o Describe weighting setup of different question types
Question Library
o Explain the Question Library
o Describe how to build the Question Library
o Understand how to use the questions in the Question Library
3. Evaluations Manager
Evaluations Manager Overview
o Understand the Evaluations Manager
o Identify the Evaluation Schedule Types
o Describe the Evaluation Types
o Understand the Evaluations Manager Workflow
Evaluations Manager Grid
o Understand the Evaluations Manager Grid
o Identify the elements in the Evaluations Manager Grid
Create an Evaluation
o Understand how to create a new for evaluation
o Identify the elements in a new evaluation
Selecting Interactions
o Identify the ways of associating interactions
o Understand how to select interactions
o Describe calculating the number of evaluation sessions
4. Evaluation Sessions
Evaluation Sessions Overview
o Describe Evaluation Sessions
o Identify the workflow of performing evaluations
Evaluation Sessions Grid
o Describe the Evaluation Sessions Grid
o Understand the columns available in the Evaluation Sessions Grid
Perform an Evaluation Session
o Understand performing evaluation
o Describe tools in the interface of a session
5. Reports
Reports Overview
o Understand Quality Management Reports
o Identify available report types
Generating Reports
o Understand how to generate reports
o Identify the Report Templates
o Describe Saved Reports
o Understand Scheduling Reports
o Understand Report how to edit reports
Quality Monitoring Reports
o Describe Quality Monitoring Reports
o Understand the tools in each Quality Monitoring Report
o Identify the Quality Monitoring Report results
6. Dashboard
Dashboard Overview
o Understand SpeechMiner Dashboard
o Identify the Dashboard Views
o Describe Widgets
o Understand the View Column Layout
Create a New View
o Understand adding a new View
o Describe View Settings
o Identify how to add Widgets
o Describe Widget Settings
Navigating Dashboard
o Understand how to navigate in the Dashboard
o Identify My Messages table
o Describe how to send messages
Using Quality Management eLibrary is a series of eLearning episodes which provide students introduction to Genesys Quality Management. Topics available for students to learn: Quality Management foundations, Forms Manager, Evaluations Manager, Evaluation Sessions, Quality Management Reports and SpeechMiner Dashboard. Using explanations, demonstrations, and click-through simulations students learn essential skills in Quality Management User Interface SpeechMiner within each episode.
Prerequisites
Using GIR 8.5 Recording UI
1. Quality Management
Quality Management Overview
2. Forms Manager
Forms Manager Overview
o Understand the Forms Manager page
o Identify the steps for building a form
Forms Manager Grid
o Understand the Forms Manager Grid
o Identify the elements in the Forms Manager Grid
New Form
o Understand how to create a new form
o Identify the elements in a new form
Questions
o Understand the Question Groups and Questions in a form
o Identify the question types
o Describe the question editor
o Understand auto-fail questions
o Identify mandatory questions
Question Weights
o Identify the weighting configuration
o Understand score calculation
o Describe weighting setup of different question types
Question Library
o Explain the Question Library
o Describe how to build the Question Library
o Understand how to use the questions in the Question Library
3. Evaluations Manager
Evaluations Manager Overview
o Understand the Evaluations Manager
o Identify the Evaluation Schedule Types
o Describe the Evaluation Types
o Understand the Evaluations Manager Workflow
Evaluations Manager Grid
o Understand the Evaluations Manager Grid
o Identify the elements in the Evaluations Manager Grid
Create an Evaluation
o Understand how to create a new for evaluation
o Identify the elements in a new evaluation
Selecting Interactions
o Identify the ways of associating interactions
o Understand how to select interactions
o Describe calculating the number of evaluation sessions
4. Evaluation Sessions
Evaluation Sessions Overview
o Describe Evaluation Sessions
o Identify the workflow of performing evaluations
Evaluation Sessions Grid
o Describe the Evaluation Sessions Grid
o Understand the columns available in the Evaluation Sessions Grid
Perform an Evaluation Session
o Understand performing evaluation
o Describe tools in the interface of a session
5. Reports
Reports Overview
o Understand Quality Management Reports
o Identify available report types
Generating Reports
o Understand how to generate reports
o Identify the Report Templates
o Describe Saved Reports
o Understand Scheduling Reports
o Understand Report how to edit reports
Quality Monitoring Reports
o Describe Quality Monitoring Reports
o Understand the tools in each Quality Monitoring Report
o Identify the Quality Monitoring Report results
6. Dashboard
Dashboard Overview
o Understand SpeechMiner Dashboard
o Identify the Dashboard Views
o Describe Widgets
o Understand the View Column Layout
Create a New View
o Understand adding a new View
o Describe View Settings
o Identify how to add Widgets
o Describe Widget Settings
Navigating Dashboard
o Understand how to navigate in the Dashboard
o Identify My Messages table
o Describe how to send messages