We have a requirement for our clients specific to Quality Management scope for marking down quality parameters for L1 Service Desk and L2 support based on the overall voice channel interaction.
There is no specific OOTB solution available on ServiceNow as GRC Audit Management module does not fit the requirement. Client is insisting for Market research of vendor apps with good ratings and excellent client feedback for top three apps from ServiceNow store with cost effective and qualitative approach. Kindly update me or Nagendra in case you have update on vendor app.
Key Aspects :
- Quality Audit form Covering parameters and overall score and section wise and individual score.
- Feedback form – Provide required feedback to agents.
- Calibration form – Covering Quality calibration for Quality Analysts and arriving at average score as threshold.
- Rebuttal form - Revise quality score in case incorrect quality score is marked.
- Reporting – Audit Plan report (Automated Monthly report based on criteria defined) and average quality score report based on no. of samples, quality audits etc.
