# Quality management listens on purpose

- The product page describes multi-channel evaluations, desktop monitoring, and automated scoring. The desktop page says agents can review evaluations without leaving Plus. That is QM: a sample of work, a score, a conversation with the person.
- A 100 percent score on a form nobody respects is not quality. The form has to match the call the customer had. Recording is the evidence. The EULA says recordings include hold and what happens after a transfer, and that the customer must meet notice and consent laws.
- Match the form to the queue
- Remember hold is in the recording

## 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.