Verint
Enterprise Hierarchy
Administration
Speech analytics
Reporting
Inbuilt reports
Custom reports
Administration
Permissions
Remove redundant users
Insights
Actionable insights
Evaluation forms
New QA framework
Build forms
Clean up old forms
Administration
Evaluators
Assignment
Clean up - remove redundant evaluators
Forms
Assignment
Training
Listener training
Evaluator training
Administration training
Calibration
Insights
Actionable Insights
Business visibility
Operating rhythm
Format
Assurance
Actionable insights
Follow up
Insights
Escalations
Business visibility
Compliance
Reactive audits
Insights
Actionable insights
Assurance
Business visibility
Verint non-compliance
New QA forms will mitigate function
Move to speech analytics model
Proactive audits
Move to speech analytics audit
Insights
Actionable Insights
Assurance
Business visibility
Review subset of compliance items sent from Verity
Process related compliance
Daily non-compliance audits
Assign to VST
Communication to Telsta reseller on process changes
Exclude Telstra from VST function
SharePoint Site - Service Assurance
Lists
Assurance tracker
Verint administration
VOC administration
Forms
Assurance Tracker
Administration
Owner
Verint administration
Leader form
Admin form with instructional documentation
VOC administration
Leader form
Admin form with instructional documentation
Menus
Assurance tracking
Verint administration
VOC administration
Permissions
Assurance tracking
VOC administration
Verint administration
Maritz / VOC
Administration
Profiles
Permissions
Dashboards
Enterprise Hierarchy
Naming convention
Governance
Add, remove, change processes
Current agents
Exited agents
IT bulk upload
Survey Forms
Permissions
IT Fix / update