AI Call Analysis for Contact Center QA

Automated scoring evaluates every interaction against customized rubrics, metrics, and weighted criteria rather than manual random samples. The system processes transcripts and audio, generates metric-level explanations for pass or fail determinations, and allows authorized reviewers to verify or adjust scores. Rules can also automate rubric selection or exempt interactions that should not be graded.

AI red-flag detection identifies urgent incidents requiring supervisor intervention or review. This includes improper advice, customer privacy violations, escalation risks, and hostile agent behavior. When flagged conditions occur, automated alerts notify supervisors, and workflow automations can dispatch updates to CRMs, ticketing platforms, or internal management dashboards.

EmberQA supports quality assurance across multiple customer communication types. In addition to inbound and outbound calls, the platform evaluates SMS messages, emails, documents, and chat transcripts. All channels are evaluated against organization-specific scorecards to provide unified quality visibility across teams and locations.

Agent improvement plans track individual agent progress by setting metric targets, pass requirements, and specific monitoring periods. Using insights from recurring missed metrics, managers assign targeted coaching actions and training programs. Agents can review their own scores, access learning content, and track daily progress toward meeting required quality thresholds.

The platform includes manager QA dashboards, agent performance analytics, and standard CSV exports. Pro configurations add agent and metric performance trends, recurring-metric analysis, PDF trend reports, and AI-generated daily QA summaries highlighting priorities and coaching recommendations. Data can also be queried using custom report builders and natural-language analysis.

Manager and reviewer access is provided without extra seat charges on standard plans. Subscription fees apply per paid agent whose work is evaluated, with Essentials priced at $49 per agent per month and Pro at $89 per agent per month. Both plans include unlimited usage of their included features.