Quality Assurance
Systematic conversation reviews with scorecards, AI auto-scoring, and agent feedback workflows.
Why we're building this
Once a support team grows past 10 agents, ad-hoc spot-checks stop scaling. Managers can't reliably tell who needs coaching, where the brand voice is drifting, or which playbook steps get skipped.
What it does
A built-in QA module with customizable scorecards, AI-powered auto-scoring, random sampling, and a feedback workflow so coaching becomes systematic.
Quality Assurance turns conversation-quality control from a gut feeling into a measurable workflow. Managers define scorecards with criteria like Did the agent greet correctly?, Was the answer accurate?, Was the customer's emotion handled? AI auto-scores conversations against those criteria so reviewers focus on outliers instead of reading every ticket.
Random sampling pulls a configurable percentage of each agent's conversations into the review queue. Reviewers leave inline comments. Agents see feedback in their dashboard with a one-click acknowledgement and can reply if they disagree.
Trends roll up to a manager dashboard showing performance per agent, team, and time period. Calibration sessions let multiple reviewers score the same conversation to align on standards.
Comparable to Klaus (now Zendesk QA, $35/agent/mo add-on), MaestroQA, and Loris. Bundled in every Deskwoot plan, no separate license.