Call Analytics for Contact Centers

Automated scoring evaluates every interaction against custom QA scorecards, rubrics, metrics, and weights. The system generates metric-level explanations tied to call evidence, allowing authorized reviewers to verify results, search transcripts, and make manual score adjustments when needed.

Red-flag detection surfaces high-risk issues including hostile agent behavior, improper advice, privacy violations, and escalation risks. When customer-defined red-flag criteria are met, automated alerts notify supervisors to review the conversation and intervene as necessary.

Analytics capabilities include manager QA dashboards, agent performance analytics, standard CSV exports, and performance trend tracking. Depending on the plan, teams can also access PDF trend reports, natural-language query tools, and daily AI QA summaries.

Insights from recurring quality gaps inform targeted coaching recommendations. Supervisors can establish improvement plans with specific metric targets, monitor daily progress against pass requirements, and provide agents with training lessons, quizzes, and AI mock caller roleplay practice.

Yes, the platform supports API connectivity, source ingestion, and result webhooks. QA scores, red-flag alerts, and call outcomes can trigger internal actions or push performance updates directly into CRMs, ticketing systems, and internal operational dashboards.

EmberQA offers two primary subscription plans: Essentials at $49 per agent/month and Pro at $89 per agent/month. Both plans include unlimited usage of their included features without usage-based overage charges, and manager and reviewer access is provided at no extra cost.