Call Performance Analytics

Yes. While tracking call performance, the platform also evaluates other customer interaction channels including SMS, emails, documents, and chat transcripts. This provides centralized visibility across all customer touchpoints, applying custom quality assurance scorecards, weighted criteria, and rubrics consistently across communication channels without requiring separate quality evaluation tools for different media types.

Teams can configure custom QA scorecards with tailored rubrics, specific metrics, instructions, and weights to match organizational standards. The platform supports automatic rubric selection based on interaction rules, metric-level explanations linked to transcripts, review score corrections by authorized reviewers, and exclusions for interactions that should not be graded.

The platform provides manager QA dashboards, standard CSV exports, and saved reports. Pro plan users can access PDF trend reports, metric-performance trend analysis, and AI-generated daily QA reports highlighting priorities, standouts, and coaching opportunities. Teams can also build custom charts and tables using natural-language queries through the on-demand report builder.

Analytics surface recurring missed metrics and quality patterns to guide targeted coaching recommendations grounded in actual call interactions. On the Pro plan, managers can set metric targets and monitoring periods with agent improvement plans, track daily progress toward pass requirements, and provide agents access to learning programs, quizzes, and AI mock-caller roleplay.

The system includes AI red-flag detection to surface high-risk interaction issues, including improper advice, privacy violations, hostile agent behavior, and escalation risks. When customer-defined red-flag criteria or low scores occur, automated alerts notify supervisors immediately and can trigger workflow actions across integrated CRM systems, ticketing platforms, or internal dashboards.

EmberQA offers two subscription plans: Essentials at $49 per agent per month and Pro at $89 per agent per month, both featuring unlimited usage of included features without overage charges. Managers and reviewers receive free access and do not count as paid seats unless their own customer interactions are being scored by the platform.