# A quality review you can finish

- Finish a quality note with the lists that opened. Name the form, the monitoring, the analytics sentence with its percent attached to a page, and the place the agent reads the score. Say whether you mean the WEM list or the quality page when the words differ.
- The quality page also says routing, assistance, and coaching can be refined with zero human involvement. That is the page's claim. This lab did not run that cycle. Treat it as a product sentence, not as a result you measured.
- Finish the note
- Label product claims as product claims

## Sources and go deeper

- [Quality management](https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools). vendor. last checked 2026-10.
- [Workforce engagement management](https://www.five9.com/products/capabilities/workforce-optimization). vendor. last checked 2026-10.
- confirm. The quality page says routing, assistance, and coaching can be refined with zero human involvement. This lab did not test that claim. last checked 2026-10.