Univerx Workforce
Quality management
Record conversations and screens with consent, evaluate them with forms, calibrate evaluators. Quality management in Univerx is designed for transparency towards those evaluated and for co-determination.
Building blocks
Quality management in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Recording with consent
Conversation and screen are recorded only when consent is given; asking for it is part of the flow.
Your own forms
You set criteria, weighting and mandatory questions, per channel and request type.
Calibration
Several evaluators score the same conversation; differences become visible and are discussed.
Feedback to the person
Those evaluated see their evaluation, can comment and ask questions.
Targeted sampling
Choose conversations by topic, channel or outcome instead of drawing them at random.
#Quality you can explain
Quality in customer service is more than friendliness. Was the information correct? Was the request resolved? Were mandatory notices given? Good quality work answers these questions with criteria everyone involved knows.
Univerx provides evaluation forms you design yourself. Each criterion has a description and a weight. Whoever is evaluated knows in advance what matters.
#From recording to feedback
- Consent. Asking is part of the opening of the conversation; without agreement there is no recording.
- Selection. Conversations are chosen by topic, channel or outcome, optionally with hints from conversation analytics.
- Evaluation. A qualified person scores against the form and gives a reason for every deviation.
- Feedback. The person evaluated sees the score and reasons and can reply.
#Choosing on purpose instead of at random
A random sample mostly shows routine. The interesting conversations are the ones where something was hard: a complaint, a long hold, a second call about the same request. Univerx lets you filter the selection by such features.
Hints from conversation analytics help, such as detected topics or missing mandatory notices. They suggest conversations but do not score them. Evaluation remains a human task with a stated reason.
#Calibration: everyone measures the same way
Two evaluators, one conversation, two results: it happens more often than you would think. In calibration, several people score the same conversation independently. The differences are discussed together, and the form becomes more precise.
Over time, that builds a shared understanding of quality. It protects those evaluated from arbitrary judgements and makes results comparable across teams.
Results feed into Performance & development, where an evaluation becomes coaching.
Univerx Workforce
The right people at the right time, planned with the team.
One cycle from forecast to coaching: predict contact volume, plan shifts, evaluate quality, develop people. Co-determination is a design goal, not an afterthought.
Performance & development
Scorecards, goals, coaching and learning modules per person: Performance & development turns KPIs and evaluations into concrete next steps that employees see and help shape.
- DSGVO
Gamification
Leaderboards, badges and contests built on real KPIs, as a complement to development, not a substitute. In Univerx configurable for voluntary participation, team scores and co-determination.
- DSGVO
Forecasting
Forecasting predicts contact volume and handling time per channel and skill, from history and from events such as holidays, campaigns or outages. It is where every good plan begins.
- DSGVO
Scheduling
Scheduling turns forecast demand into shift plans that meet service levels and respect the rules. With a swap board, preferred shifts, exceptions and real-time adherence.
- DSGVO
Capacity planning
Capacity planning looks months ahead: how many people with which skills do you need, what does it cost, and what changes when a channel grows or AI agents take over routine requests?
- DSGVO
Employee experience
Your own schedule, preferences and development, on the desktop and on mobile. Employee experience in Univerx gives staff self-service for everything that shapes their working day.
- DSGVO
Frequently asked questions
Are all conversations recorded?
Only those with consent and covered by your rules. You set retention periods and access rights per queue.
Can AI help with evaluation?
Conversation analytics can suggest topics and hints and so make selection easier. The evaluation itself is done by a person.
Who sees the evaluations?
The person evaluated, the evaluators and the roles you grant access. Team-level analytics can be shown anonymised.
Related
ProductsConversation Analytics
Transcripts, topics, sentiment, compliance cues and root causes from calls and messages. So you see why customers get in touch, not just how often. Configurable for co-determination.
Use casesCustomer service
Every request on the right channel, with the right person, with the whole context. Routing, workspace, Univerx Assist and knowledge work together in one flow.
IndustriesBanking & financial services
Service on every channel, advice with a shared view and a signature inside the conversation, onboarding with the online ID card as a goal. Plus documents for your ICT third-party risk management under DORA on request.
IndustriesInsurance
Claims service with calm and pace: notifications on every channel, checks of invoices and policies with Semantic², agreements signed in the conversation and routine requests resolved in self-service.
Guides2 November 2026 · 11 min readRunning a contact centre in Europe
What the GDPR, the EU AI Act and German co-determination mean for routing, recording and analytics – and how to answer the questions from procurement, privacy and the works council before the first contact runs on a new platform.
GlossaryQuality management (QM)
Quality management in customer service evaluates conversations with fixed forms, aligns evaluators' standards and turns results into coaching. Recording requires consent; evaluation requires the works council's involvement.
GlossarySpeech analytics
Speech analytics transcribes calls and analyses them together with chats and messages: by topic, sentiment and compliance. It shows why people get in touch and where processes get stuck.
GlossaryFirst contact resolution (FCR)
First contact resolution measures how many requests are settled in the first contact. It is a telling service metric, but it needs a clear definition and measurement across every channel.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
Online, in German or English, with no preparation on your side.