Quality Assurance

Quality Assurance helps you evaluate how well your agents handle customer conversations and identify coaching opportunities.

What it does

1. See conversations — Your agent conversations are collected automatically
2. Score them — Conversations get scored based on your quality standards
3. Review & improve — Your team reviews scores and provides feedback to agents
4. Track trends — See how your team is doing over time and coach accordingly

How to get started

Follow these steps in order:

1. Onboarding — Set up your account
2. Define quality categories — Decide what you'll measure (e.g., politeness, problem-solving)
3. Build your scorecard — Create your quality rubric
4. Assign to channels — Decide which scorecard to use for different channels or teams
5. Review conversations — Start scoring conversations and giving feedback
6. Track improvements — Monitor how well agents follow best practices
7. Share examples — Save great conversations to help train your team
8. Configure settings — Set up team information and reports
9. View trends — See performance dashboards and reports

Getting help

• Questions about features? Check the guide for that feature (sidebar on the left)
• Not sure where to start? Go to Onboarding