Quality QA Rubrics and Review

What it does

Quality QA scores conversations against a rubric you define. AI scores each criterion, supervisors can review and override, and low scores can alert your team. Requires Conversation Quality.

Rubrics

Open Quality QA, then Rubrics. Add criteria with a label, a weight and a short description of what good looks like. Set the share of conversations to score, a low score threshold and any phrases agents must say, such as a required disclosure. Turn a rubric on or off at any time.

Review

The Review tab lists the lowest-scoring conversations from the last 30 days. Open one to see the score for each criterion, then enter your own score (0 to 100) and a comment. Personal details in comments are masked.

Calibration

Calibration compares AI scores with supervisor scores over the last 90 days. It shows how many reviews you have done, the average gap, the share within 10 points and whether the AI scores high or low overall. Use it to tune your rubric.

Alerts

Alerts are off by default. Choose live or post-chat negative sentiment alerts, low score alerts and a threshold, and cap alerts per hour. Alerts post to your connected Microsoft Teams channels.

Website and team filters

Agent Performance and Chat Intelligence reports include a Website filter when your account has more than one website.