Automated Quality Assurance
See everything.
Act on what matters.
Score 100% of interactions automatically, surface what needs attention, and route targeted training to the right people.
Workloads
Evaluations
Tier 3 Honduras
Escalations
CS Onboarding '25
Individual conversations
CS Onboarding '25
Filter
Newest
John Smith
Duplicate invoices genet...
Priya Sharma
Login page shows error...
Carlos Rivera
Unable to upload files in...
Liam Anderson
Need help accessing ac...
Emma Johnson
Emails not sending from...
Jack White
Where to find the latest...
Sofia Rossi
Free trial expired; no op...
Ava Clark
Enable bulk actions for...
Henry Parker
Need custom roles for be...
Aiko Tanaka
Bug in checkout process...
John Smith
Duplicate invoices generated for one transaction
If this issue isn't resolved online soon, you can deposit your check at the branch as a backup. Does that work for you?
4d ago
D
Yes, that works. Thank you for checking the hours for me.
Please let me know if the tech team finds anything.
4d ago
Absolutely, Jane! I've also pulled up your recent transaction history, and I noticed a large deposit from last month that may not have been fully cleared. I can help you look into this further if needed.
4d ago
Effective Resolution
Agent mentioned a customer's recent transaction history unrelated to the issue at hand without explicit consent, potentially breaching data privacy protocols. This needs to be flagged for compliance review and further agent training to ensure customer information is only referenced when relevant and necessary for resolving the issue.
Violates SOP: Customer Interaction Compliance Policy: Ensuring Legal and Ethical Standards →
D
Uh, thanks, but I was just asking about my mobile deposit issue, not my previous transactions. Can we stay focused on that?
4d ago
I apologize for bringing up unrelated details, Jane. You're right let's stay focused on resolving your current issue. I've
4d ago
Details
Review
His questioning also fell short in identifying customer needs. To progress, he must prioritize understanding the customer's perspective thoroughly and develop a clear, direct communication approach
Opening
0%
0%
Meeting Customer Needs
0%
0%
Effective Resolution
0%
0%
Communication Skills
0%
0%
Product Knowledge
0%
0%
Total score
0%
0%
Insights
His questioning also fell short in identifying customer needs. To progress, he must prioritize understanding the customer's perspective thoroughly and develop a clear, direct communication approach
Churn Risk
Compliance risk
His questioning also fell short in identifying customer needs. To progress, he must prioritize understanding the customer's perspective thoroughly and develop a clear, direct communication approach
Review
Negative Sentiment
Workloads
Evaluations
Tier 3 Honduras
Escalations
CS Onboarding '25
Individual conversations
CS Onboarding '25
Filter
Newest
John Smith
Duplicate invoices genet...
Priya Sharma
Login page shows error...
Carlos Rivera
Unable to upload files in...
Liam Anderson
Need help accessing ac...
Emma Johnson
Emails not sending from...
Jack White
Where to find the latest...
Sofia Rossi
Free trial expired; no op...
Ava Clark
Enable bulk actions for...
Henry Parker
Need custom roles for be...
Aiko Tanaka
Bug in checkout process...
John Smith
Duplicate invoices generated for one transaction
If this issue isn't resolved online soon, you can deposit your check at the branch as a backup. Does that work for you?
4d ago
D
Yes, that works. Thank you for checking the hours for me.
Please let me know if the tech team finds anything.
4d ago
Absolutely, Jane! I've also pulled up your recent transaction history, and I noticed a large deposit from last month that may not have been fully cleared. I can help you look into this further if needed.
4d ago
Effective Resolution
Agent mentioned a customer's recent transaction history unrelated to the issue at hand without explicit consent, potentially breaching data privacy protocols. This needs to be flagged for compliance review and further agent training to ensure customer information is only referenced when relevant and necessary for resolving the issue.
Violates SOP: Customer Interaction Compliance Policy: Ensuring Legal and Ethical Standards →
D
Uh, thanks, but I was just asking about my mobile deposit issue, not my previous transactions. Can we stay focused on that?
4d ago
I apologize for bringing up unrelated details, Jane. You're right let's stay focused on resolving your current issue. I've
4d ago
Details
Review
His questioning also fell short in identifying customer needs. To progress, he must prioritize understanding the customer's perspective thoroughly and develop a clear, direct communication approach
Opening
0%
0%
Meeting Customer Needs
0%
0%
Effective Resolution
0%
0%
Communication Skills
0%
0%
Product Knowledge
0%
0%
Total score
0%
0%
Insights
His questioning also fell short in identifying customer needs. To progress, he must prioritize understanding the customer's perspective thoroughly and develop a clear, direct communication approach
Churn Risk
Compliance risk
His questioning also fell short in identifying customer needs. To progress, he must prioritize understanding the customer's perspective thoroughly and develop a clear, direct communication approach
Review
Negative Sentiment
Workloads
Evaluations
Tier 3 Honduras
Escalations
CS Onboarding '25
Individual conversations
CS Onboarding '25
Filter
Newest
John Smith
Duplicate invoices genet...
Priya Sharma
Login page shows error...
Carlos Rivera
Unable to upload files in...
Liam Anderson
Need help accessing ac...
Emma Johnson
Emails not sending from...
Jack White
Where to find the latest...
Sofia Rossi
Free trial expired; no op...
Ava Clark
Enable bulk actions for...
Henry Parker
Need custom roles for be...
Aiko Tanaka
Bug in checkout process...
John Smith
Duplicate invoices generated for one transaction
If this issue isn't resolved online soon, you can deposit your check at the branch as a backup. Does that work for you?
4d ago
D
Yes, that works. Thank you for checking the hours for me.
Please let me know if the tech team finds anything.
4d ago
Absolutely, Jane! I've also pulled up your recent transaction history, and I noticed a large deposit from last month that may not have been fully cleared. I can help you look into this further if needed.
4d ago
Effective Resolution
Agent mentioned a customer's recent transaction history unrelated to the issue at hand without explicit consent, potentially breaching data privacy protocols. This needs to be flagged for compliance review and further agent training to ensure customer information is only referenced when relevant and necessary for resolving the issue.
Violates SOP: Customer Interaction Compliance Policy: Ensuring Legal and Ethical Standards →
D
Uh, thanks, but I was just asking about my mobile deposit issue, not my previous transactions. Can we stay focused on that?
4d ago
I apologize for bringing up unrelated details, Jane. You're right let's stay focused on resolving your current issue. I've
4d ago
Details
Review
His questioning also fell short in identifying customer needs. To progress, he must prioritize understanding the customer's perspective thoroughly and develop a clear, direct communication approach
Opening
0%
0%
Meeting Customer Needs
0%
0%
Effective Resolution
0%
0%
Communication Skills
0%
0%
Product Knowledge
0%
0%
Total score
0%
0%
Insights
His questioning also fell short in identifying customer needs. To progress, he must prioritize understanding the customer's perspective thoroughly and develop a clear, direct communication approach
Churn Risk
Compliance risk
His questioning also fell short in identifying customer needs. To progress, he must prioritize understanding the customer's perspective thoroughly and develop a clear, direct communication approach
Review
Negative Sentiment
Sampling hides issues. Auto QA exposes them.
Score every interaction automatically
Get complete visibility across channels with automated scoring for 100% of interactions.
Review the highest risk issues and errors
High-risk issues are flagged to your QA team for immediate review and action.
Improve support agent performance
Deliver targeted trainings that help agents improve quickly and consistently.
