Agent Performance Management

Customer interactions are evaluated using AI scoring based on custom QA scorecards, rubrics, metrics, and weights. The system provides metric-level explanations showing why an interaction passed or failed specific criteria, and authorized reviewers can manually review interactions and correct metric scores when necessary.

Coaching workflows include targeted coaching recommendations derived from recurring missed metrics, individualized improvement plans with progress tracking, structured training programs, quizzes, call-review exercises, and AI mock caller roleplay scenarios where representatives practice difficult customer conversations before handling live calls.

The platform features AI red-flag detection designed to surface high-risk interaction issues, including improper advice, privacy violations, hostile agent behavior, and escalation risks. Supervisors can receive automated score and red-flag alerts to facilitate timely reviews and operational interventions.

Yes, interaction scores, red flags, call outcomes, and performance signals can trigger workflow automations and send updates to CRMs, ticketing systems, supervisors, and internal dashboards. Integration is supported through the EmberQA API and result webhooks that include delivery history tracking.

Two primary plans are offered: Essentials at $49 per agent per month and Pro at $89 per agent per month. Both subscription tiers include unlimited usage of their included features without usage-based overages, and manager and reviewer access is provided at no extra cost.

Managers can review agent, team, and location performance trends using manager QA dashboards, standard CSV exports, and daily AI QA reports. Pro users also gain access to PDF trend reports, recurring-issue analytics, and an On-Demand QA Analyst for natural-language reporting.