Every conversation checked against your own scorecard.
Quality Monitor evaluates your team's chats, emails, tickets and calls from any system. Our AI can check all of them, or your own quality team can evaluate them here. Use one or both.
What it does
Two ways to evaluate, one scorecard, and evidence your agents can read.
Your scorecard in plain words
Write it the way you'd brief a quality analyst. We turn it into checks you approve.
Evidence for every fail
Every failed item quotes the exact words from the conversation, with a coaching note.
Evaluated by our AI
Every interaction is evaluated, and your reviewers see only the uncertain results.
Evaluated by your quality team
Your evaluators pick by agent, channel, date or rating, with the transcript and recording beside the scorecard.
Disputes and calibration
Agents can dispute an evaluation and a quality lead decides. Calibration shows how far evaluators agree.
Emotional quality
Empathy, listening, tone and calming upset customers, each scored from 1 to 5 with a coaching point.
From any system
Use it with the Agent Desk, or on its own with the tools your team already uses.
- Upload a fileAn export from your help desk or contact centre system.
- Connect by APISend interactions as they close.
- Call recordingsCalls are transcribed first, then evaluated.
16 credit ($0.16) per chat, ticket or email and 20 credit ($0.20) per call. There is no price per agent.
See full pricingWorks well with
Try it on your own procedures.
Set it up from the documents you already use to train new advisors, and see your own results before you pay.