Listener LMS
Quality Monitoring and training: from assessment to the right course—automatically.
Listener QM Listener LMS work together to automate your development plans based on real-world conditions: automatically managed levels, corrective actions triggered from , and an AI-assisted debriefing that prepares feedback, next steps, and mini-quizzes for each advisor. Listener QM
Two modules, one progress plan.
Any gaps identified during the evaluation are directly addressed through training, and the impact of the training is reflected in the quality scores.
Interconnection
Import into the LMS the corrective actions decided upon in Listener QM, as well as the evaluated interactions to illustrate the courses.
Level Management
Advisors' levels are managed automatically, and they are assigned the appropriate courses.
Relevance
Unified reporting of QM and LMS scores to track the actual impact of courses on quality.
A debriefing report ready with just one click, and a quiz that identifies the real gaps.
Since the evaluation, the “Debriefing” button provides the supervisor and the counselor with everything needed for effective feedback: clear comments, concrete actions, a mini-quiz, and a follow-up on points already addressed.
Enhanced Commentary
Based on the rubric, the scores, and the evaluator's comments, the AI drafts a clear debriefing for the supervisor and a rephrased message for the advisor.
Next Steps
Specific actions, linked to the criteria in the rubric, that the counselor checks off as they go in their account.
Generated mini-quiz
A multiple-choice quiz, with an explanation for each answer, generated based on the criteria to be worked on and sent to Listener LMS.
Long-Term Monitoring
Each area is compared with previous debriefings:
The supervisor remains in charge
Nothing is sent without his approval. He reviews and revises the debriefing, refines the quiz instructions, and may choose not to approve it or replace it with another corrective action: one-on-one coaching, shadowing, an LMS module, listening to a sample call, or a role-play. The debriefing history is retained for up to six months per advisor.
Evaluate, debrief, train, and then measure.
Debrief
The AI-assisted debriefing generates a summary, next steps, and a mini-quiz, all of which are approved by the supervisor.
Measure
The following assessments show whether the discrepancy has been corrected or persists.
QM and LMS Integration: Your Questions.
How are Listener QM and Listener LMS related?
The corrective actions identified during assessments are imported into the LMS; advisors' levels determine which courses are assigned, and a unified reporting system reconciles QM scores with training results.
What is AI-assisted debriefing?
A “Debriefing” button in the evaluation uses the rubric, the evaluator’s scores, and comments to generate an in-depth feedback message, a message for the advisor, next steps, and a mini-quiz. The supervisor reviews and approves the evaluation before it is sent.
How is the mini-quiz generated?
It is generated by AI based on the criteria where the advisor lost points: multiple-choice questions, correct answers, and explanations. The supervisor can refine the instructions, choose not to approve them, or select another corrective action.
How long is the debriefing history retained?
A maximum of six months per counselor. This is used to cross-reference each new assessment with the items already addressed: corrected, ongoing, new, or to be monitored.
Other Listener LMS features
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