Call Quality Assessment

What it does

Call Quality Assessment scores customer interactions against scorecards and KPI frameworks you define, then allocates assessments across a QA team using sampling rules — so coverage stays even instead of ad hoc.

Scores roll up into agent and analyst leaderboards, and low scores can trigger coaching or counselling sessions directly, closing the loop between assessment and improvement without switching tools.

How it works

1. 1Configure scorecards and KPI weightings
2. 2Allocate interactions to QA analysts by sampling rule
3. 3Analysts score against the scorecard; results feed leaderboards
4. 4Low scores route into coaching sessions with the agent

Built for

QA analysts and team leads responsible for call/chat quality scoring and agent coaching.