Quality Assurance & Coaching

Calibrate performance, manage scorecards, and audit agent interactions

Goal: 85%

88.4%

Avg QA Score

Today

12

Evaluations Done

Week

4.8

Customer Satisfaction

Critical

2

Failed Audits

Recent Evaluations

AgentEvaluatorTemplateScoreActions

Audit Trail

Evaluation Changed

Admin updated Marcus Johnson scorecard (+5 pts improvement).

2 hours ago

Evaluation Changed

Admin updated Marcus Johnson scorecard (+5 pts improvement).

2 hours ago

Evaluation Changed

Admin updated Marcus Johnson scorecard (+5 pts improvement).

2 hours ago

Calibration Session

Upcoming14:00 Today

Standard Support Flow V2

Goal: Align metrics for 'Greeting' and 'Protocol Adherence'.

+5

Active Templates

Standard Support
Sales Objection
Enterprise VIP