What is Quality Monitoring Server in SAP CRM-CCI - SAP Contact Center?

SAP Term: Quality Monitoring Server

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A server module that enables interface to third-party quality monitoring systems

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• Key Concepts: 
  Quality Monitoring Server (QMS) is a component of the SAP Contact Center Infrastructure (CRM-CCI) that enables organizations to monitor and evaluate customer interactions. It provides a comprehensive set of tools to measure, analyze, and improve customer service quality. QMS also allows supervisors to monitor agents in real-time and provide feedback to ensure that customer service standards are met. 
  
  How to use it: 
  QMS can be used to monitor customer interactions in real-time, as well as to review recordings of past interactions. It provides a range of features such as call scoring, agent performance tracking, and reporting capabilities. QMS also allows supervisors to provide feedback to agents in order to improve customer service quality. 
  
  Tips & Tricks: 
  When using QMS, it is important to ensure that the system is properly configured and that all agents are properly trained on how to use it. Additionally, supervisors should regularly review recordings of customer interactions in order to identify areas for improvement. 
  
  Related Information: 
  For more information on Quality Monitoring Server, please refer to the SAP Help Portal or contact your local SAP representative.