Quality management and analytics · practice · 12 min full read
The WEM list includes real-time call and desktop monitoring. The quality page adds real-time monitoring and coaching, and a line that says supervisors can be flagged for immediate coaching with dynamic guidance. It also says agent assistance can be personalized from agent competency.
The page says competency is infused into routing decisions. That sentence is on the quality page. It is not a field on the skill groups chapter this lab read. Do not paste it into the skill tab as if the admin guide had printed it.