AI Call Quality Monitoring

The platform supports quality monitoring across multiple channels, including voice calls, SMS, emails, chat transcripts, documents, and other interaction data. Interactions can be submitted via supported data source ingestion or through the EmberQA Call Scoring API, allowing contact centers to centralize evaluation workflows within one system.

EmberQA includes AI red-flag detection designed to surface urgent issues requiring immediate supervisor review. The system identifies conditions such as hostile agent behavior, improper advice, privacy violations, and customer escalation risks. On supported plans, automated alerts notify supervisors immediately when defined red-flag conditions or low scores occur.

Targeted coaching analyzes recurring missed metrics and performance patterns across agent interactions. The platform identifies specific quality gaps, highlights top-performer examples, and recommends concrete next steps. On the Pro plan, supervisors can manage coaching notes, set metric targets, assign improvement plans, and track daily progress toward pass requirements.

Yes. Authorized managers and reviewers can access interaction transcripts, recordings, and metric-level explanations to review automated evaluation results. Reviewers have the ability to mark interactions as reviewed and make manual score corrections to rubric metrics as needed to maintain calibration, standardize scoring, and support ongoing quality assurance workflows.

The platform provides performance analytics across agents, teams, channels, and locations over time. Features include manager QA dashboards, analyzed volume tracking, average score summaries, standard CSV exports, and, on the Pro plan, PDF trend reports, natural-language query tools, and daily AI-generated QA reports highlighting operational priorities and coaching standouts.

EmberQA offers Essentials and Pro subscription plans on a per-agent monthly basis, 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. Manager and reviewer access is free unless their own customer interactions are being scored.