Question 1

How do I set up a QA scorecard for my agents?

Accepted Answer

You define your scorecard criteria in plain language, such as compliance disclosures, tone, resolution rate, or specific phrases, and the AI scores every call against your rubric automatically.

Question 2

Does AI QA replace manual call review entirely?

Accepted Answer

For routine calls, yes. AI QA handles 100% of call scoring automatically. You can configure thresholds to flag specific calls for human review, so your QA team focuses only on exceptions.

Question 3

Can I track quality trends over time across my agent fleet?

Accepted Answer

Yes. The QA dashboard shows scoring trends by agent, campaign, date range, and criteria, giving you a clear picture of where quality is improving or declining.

Question 4

How does the AI detect coaching moments?

Accepted Answer

The model identifies patterns associated with suboptimal outcomes, including missed disclosures, off-script handling, long silences, and negative sentiment, and flags them as coaching opportunities in the call review.

QA every conversation without a QA team

AI Quality Assurance is included in every plan.

AI Quality Assurance questions