Planned
Quality Assurance
Systematic conversation reviews with scorecards, AI scoring and feedback for agents.
Why we're building this
Once a support team grows past 10 agents, occasional spot checks stop working. Managers cannot reliably tell who needs coaching, where the brand voice drifts or which playbook steps get skipped.
What it does
A QA module inside Deskwoot with scorecards you define, automatic AI scoring, random sampling and a feedback flow, so coaching becomes a routine.
Quality Assurance turns conversation quality from a gut feeling into something you can measure. Managers define scorecards with questions like: Did the agent greet the customer correctly? Was the answer accurate? Was the customer's mood handled well? AI scores conversations against those questions, so reviewers focus on the outliers instead of reading every conversation.
Random sampling pulls a share of each agent's conversations into the review queue, and you decide how large that share is. Reviewers leave comments right in the conversation. Agents see the feedback in their dashboard, confirm it with one click and can reply if they disagree.
Trends add up in a manager dashboard that shows performance by agent, team and time period. In calibration sessions several reviewers score the same conversation to agree on one standard.
Many teams buy a separate tool for this today, for example Zendesk QA (formerly Klaus), MaestroQA or Loris. In Deskwoot it will sit right next to the inbox.