You can create agent skills, align them with checklist questions for skill score calculation, and link them with relevant courses for personalized training recommendations.

Adding Quality Score Skills for Effective Quality Management Learning

Within Unified Routing, navigate to Skills. To incorporate a new skill, select Add Skill at the top right corner. Input the skill's name and description, and select the skill category as Quality Score Skills. Click Create to finalize the addition.

Mapping Skills to Checklist Questions/Items

Navigate to the Audit Checklists and edit the checklist that requires skill mapping. Update the Skill Mapping for each checklist item by associating them with the relevant quality score skills created above. When a skill is associated with an audit checklist item, the assigned score for that item becomes the score for the corresponding quality skill for that specific agent.

Automated Checklist

Manual Checklist