An agent's quality monitoring is one of the key factors for
improving Agent's customer interaction. The purpose of the
quality monitoring tool is to measure performance of the
agent's interaction with the end customer and use the results to
improve their performance. Zivah quality monitoring has all the
key elements required for the purpose of QM like schedule creation,
form creation, question database, search and retrieval of
interaction logs, synchronised voice & screen playback etc.