Quality reviews (QA)
Reviewed by Ahmed Mohamed · Oct 31, 20261 min read1 view
Short answer
Supervisors score conversations and calls against a scorecard in Quality, and agents see their feedback.
Steps
- 1Open Settings → Quality and create a scorecard, for example: greeting, accuracy, tone, resolution
- 2Open Quality → Review
- 3Pick a conversation or call (filter by agent, channel or CSAT score)
- 4Score each item and add comments
- 5Click Submit
Agents get a notification and can see their reviews and average score in Quality → My reviews.
!Review AI conversations too — it's the fastest way to find gaps in your knowledge sources.
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