Customer Experience Analytics for Contact Centers

Automated scoring evaluates every interaction against custom QA scorecards, rubrics, metrics, and weights. The system provides metric-level explanations alongside transcripts and recordings, allowing reviewers to verify outcomes or adjust scores as necessary.

The platform detects red flags including hostile agent behavior, improper advice, privacy violations, and escalation risks. When critical conditions occur, the system can trigger automated alerts to notify supervisors for immediate review and intervention.

Coaching recommendations are derived from recurring QA gaps and performance patterns identified across customer interactions. Managers can track daily progress against metric targets, assign training modules, and utilize AI caller roleplay for practice.

Yes. The platform supports API setup, supported source ingestion, and result webhooks with delivery history. Quality scores, call outcomes, red flags, and performance signals can trigger automated workflow actions across connected CRMs, ticketing tools, and dashboards.

Reporting features include manager QA dashboards, agent performance analytics, standard CSV exports, and daily AI QA reports. On the Pro plan, teams can generate PDF trend reports and use natural-language queries to build custom charts and tables.

EmberQA provides 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. Manager and reviewer access is free unless their own interactions are scored.