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Observability & Analytics

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Quality Management (QM)

Quality Management (QM)

/ quality-management-qm /

The contact center discipline of reviewing interactions, scoring them against rubrics, and coaching performance — now applied to AI agents as much as human ones.

The contact center discipline of reviewing interactions, scoring them against rubrics, and coaching performance — now applied to AI agents as much as human ones.

Why it matters

QM built for humans reviews 2% of interactions; AI-powered QM reviews 100%. Applying it to AI agents is how automation stays accountable.

Related — Observability & Analytics

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