Theme
Quality & QA
The Quality view provides supervisors and QA evaluators with tools to score agent conversations, track evaluation trends, calibrate scoring across the team, and manage scorecards. It consolidates QA stats, criteria breakdowns, calibration history, and individual evaluation records into a single view.
Navigate to the Quality tab in the sidebar to open this view. The tab requires the analytics.view permission.
Period Selection
Period tabs in the top-right corner control the time range for all quality metrics.
| Period | API Range |
|---|---|
| This Week | Last 7 days |
| This Month | Last 30 days |
| Quarter | Current quarter |
Switching periods reloads all data on the page.
QA Stats
A row of four stat cards displays the top-level quality metrics.
| Card | Description |
|---|---|
| Avg QA Score | Average QA evaluation score across all evaluated conversations in the period. Color: green. |
| Evaluations Done | Total number of evaluations completed. |
| Pending Review | Number of evaluations awaiting review. Color: amber. |
| Failed (<70%) | Number of evaluations where the agent scored below the 70% threshold. Color: red. |
Each card includes a trend indicator showing the change from the previous period (e.g., "+3%", "-2").
Scoring Criteria Breakdown
A horizontal bar chart on the left side of a two-column layout shows average scores for each evaluation criterion.
| Element | Description |
|---|---|
| Criteria name | The evaluation category (e.g., Greeting & Opening, Active Listening, Problem Identification) |
| Bar | Horizontal bar whose width represents the percentage score. Color-coded: green (90%+), amber (70--89%), red (below 70%). |
| Score | Numeric percentage on the right, matching the bar color |
The criteria list reflects the scoring dimensions defined in the active scorecard. Common criteria include:
| Criteria | What It Measures |
|---|---|
| Greeting & Opening | Whether the agent followed the standard greeting protocol |
| Active Listening | Evidence of acknowledging and understanding the customer's issue |
| Problem Identification | Accuracy in diagnosing the root cause |
| Knowledge Accuracy | Correctness of information provided to the customer |
| Communication Clarity | Clear, professional language without jargon or confusion |
| Resolution Effectiveness | Whether the issue was resolved completely |
| Compliance & Policy | Adherence to regulatory and organizational policies |
| Closing & Follow-up | Proper conversation closing and any necessary follow-up actions |
TIP
If a particular criterion consistently scores below 80%, consider creating targeted training sessions for that skill area. The criteria breakdown helps identify systemic gaps across the team rather than individual agent issues.
Recent Calibration Sessions
On the right side of the two-column layout, a list shows recent calibration sessions. Calibration sessions are exercises where multiple evaluators score the same conversations to ensure consistency.
Each session displays:
| Field | Description |
|---|---|
| Title | Name of the calibration session (e.g., "Monthly QA Calibration", "Escalation Handling Review") |
| Date | When the session took place |
| Evaluators | Number of evaluators who participated |
| Conversations | Number of conversations scored in the session |
| Variance | Score variance between evaluators, shown as a percentage. Color-coded: green when variance is 5% or below (indicating strong alignment), amber when above 5% (indicating the need for further calibration). |
INFO
A variance above 5% suggests that evaluators are interpreting the scoring criteria differently. Schedule a calibration review meeting to align on expectations and scoring standards.
Quality scoring dashboard showing QA stat cards, horizontal bar chart of scoring criteria with color-coded percentage bars, recent calibration sessions list with variance indicators, and evaluated conversations table with QA scores and status badges
Evaluated Conversations Table
Below the criteria and calibration sections, a full-width table lists individual conversation evaluations.
| Column | Description |
|---|---|
| Agent | Avatar and name of the agent who handled the conversation |
| Conversation | Topic or summary of the evaluated conversation |
| Channel | Channel badge (WhatsApp, Voice, Email, Web Chat, SMS) with channel-specific color |
| QA Score | Percentage score with color-coded badge: green (90%+), amber (70--89%), red (below 70%) |
| Evaluator | Name of the person who performed the evaluation |
| Date | When the evaluation was completed (Today, Yesterday, or date) |
| Status | Badge showing the evaluation outcome: Passed (green), Needs Coaching (red for scores below 70%), or Pending Review (amber) |
Score Thresholds
| Range | Badge | Meaning |
|---|---|---|
| 90% and above | Green | Excellent performance. No corrective action needed. |
| 70 -- 89% | Amber | Acceptable but with room for improvement. |
| Below 70% | Red | Below passing threshold. Marked as "Needs Coaching" and flagged for follow-up. |
Scorecard Management
Click the Scorecards button in the header to toggle the scorecard management panel at the bottom of the view.
The panel lists all configured scorecards with the following details:
| Field | Description |
|---|---|
| Name | The scorecard name (e.g., "Standard QA Scorecard", "Sales Evaluation") |
| Version | Current version number of the scorecard |
| Criteria count | Number of scoring criteria defined in the scorecard |
| Passing score | The minimum percentage required to pass (e.g., 70%) |
| Status | Active (green) or Inactive (gray) |
WARNING
Only active scorecards are used for new evaluations. If you deactivate a scorecard, existing evaluations scored with that card are preserved but new evaluations will use the active scorecard instead.
Scorecards are fetched from the quality API's dedicated scorecards endpoint and are managed separately from the period-filtered data.
Data Sources
| Endpoint | Data Provided |
|---|---|
qualityApi.getStats() | QA stat cards (averages, counts, trends) |
qualityApi.getCriteria() | Scoring criteria breakdown with per-criterion averages |
qualityApi.getCalibrations() | Recent calibration session list |
qualityApi.getEvaluations() | Individual evaluated conversation records |
qualityApi.getScorecards() | Scorecard definitions and configurations |
Related Pages
- Analytics Dashboard -- View aggregate contact center performance metrics
- Conversation History -- Search and review past conversations
- Live Monitor -- Real-time agent monitoring