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Quality Reviews with Auto QA

Auto QA helps QA teams review more conversations by scoring them against a QA scorecard (sections and questions).

Goal

Use Auto QA to:

  • find low-scoring conversations quickly,
  • understand which questions are failing most often,
  • coach teams using consistent criteria.

Step-by-step workflow

1) Start with the QA dashboard (if available)

  • Set a time range (last 7–30 days).

  • Identify:

  • average QA score trend,

  • distribution of scores,
  • any spikes in failures.

2) Drill down to low-scoring conversations

  • Click the low-score bucket (for example “QA < 80”).
  • Review a sample set of conversations.

3) Review question-level details

In each conversation:

  • review the overall QA score,
  • review section/question outcomes (pass/fail/score),
  • read explanations for why a question was scored that way (if shown),
  • validate against transcript/thread.

4) Identify systemic issues

Look for recurring failures such as:

  • missing verification steps,
  • missing disclosures,
  • improper closing,
  • policy or compliance misses.

5) Coach and track improvements

  • share examples with team leads,
  • update coaching materials,
  • watch trend changes over time.

Auto QA results view

Auto QA results are displayed on the QA tab in conversation details, showing:

  • Overall QA score
  • Section-by-section breakdown
  • Question-level pass/fail results with explanations

Auto QA Report with Transcript

Figure: Auto QA report showing scorecard results alongside the conversation transcript.

Providing feedback

If you disagree with an Auto QA result, you can provide feedback:

Auto QA Report Feedback

Figure: Feedback option to flag incorrect Auto QA results for review.