# Quality management listens on purpose · Worked example

- Write a single evaluation line a stranger could apply to a recording.
- Name the behavior
- Name the evidence
- Say it is not a vibe
- The line points at something audible.

## Sources and go deeper

- [Workforce engagement management](https://www.five9.com/products/capabilities/workforce-optimization). vendor. last checked 2026-10.
- [Agent Desktop](https://www.five9.com/products/capabilities/agent-desktop). vendor. last checked 2026-10.
- [End user license agreement](https://www.five9.com/legal/end-user-license-agreement). vendor. last checked 2026-10.