Call Center Agent Performance Dashboards

Interactions are evaluated using automated AI scoring applied against custom quality assurance scorecards, rubrics, metrics, and weights. Instead of relying on random manual samples, the platform scores customer interactions across multiple channels, providing metric-level explanations, searchable recordings, and transcripts linked directly to evaluation evidence for manager review and correction.

Yes. The platform includes automated red-flag detection designed to surface urgent compliance issues and high-risk interactions. It identifies privacy violations, improper advice, hostile behavior, and escalation risks across conversations, allowing teams to trigger automated alerts, notify supervisors, and route critical events into connected workflows, ticketing systems, or internal dashboards.

The platform provides manager QA dashboards, standard CSV exports for filtered results and score summaries, and custom report building with charts and tables. Pro plans also offer downloadable PDF trend reports, natural-language reporting via the On-Demand QA Analyst, and automated daily AI QA reports detailing team priorities, standout moments, and coaching recommendations.

Agent improvement plans allow managers to set specific metric targets, define monitoring periods, and track daily progress against defined pass requirements. Included in the Pro plan, these plans use recurring missed-metric insights to target specific performance gaps, connecting quality scoring directly to agent-facing coaching, training programs, and measurable progress tracking over time.

The platform analyzes and tracks performance across multiple customer interaction channels. These include phone calls, SMS messages, emails, documents, and chat transcripts. Data can be brought into the platform via standard supported ingestion sources or through API setup with unlimited usage included across the subscription plans.

EmberQA offers two primary subscription plans: Essentials at $49 per agent per month and Pro at $89 per agent per month. Both plans provide unlimited usage of included features without overage charges. Only agents whose work is scored require paid seats, while manager and reviewer access is included at no extra cost.