QA Rubrics for Contact Center Quality Assurance

Yes. Custom QA scorecards support tailored rubrics, metrics, and weighted criteria suited for specific channels or interaction types. Configurable rules also enable automatic rubric selection based on customer context or metadata, as well as automatic exemptions for interactions that should not be graded.

Automated rubrics evaluate multiple customer communication channels including voice calls, SMS messages, emails, uploaded documents, and chat transcripts. Interactions can be ingested directly through supported sources or submitted programmatically via API for consistent cross-channel quality scoring.

Platforms provide metric-level explanations alongside transcripts and recordings, showing exactly why an interaction passed or failed each rubric metric. Authorized reviewers can filter interactions by score, missed metrics, or metadata, mark interactions reviewed, and make manual score corrections when necessary.

Rubrics can incorporate red-flag detection criteria to automatically identify high-risk behaviors such as privacy violations, improper advice, escalation risks, and hostile agent conduct. Once identified, automated alerts and webhooks notify supervisors or trigger actions in external systems like CRMs and ticketing tools.

Performance analytics track rubric metrics over time to pinpoint recurring quality gaps across agents, teams, and locations. These insights generate targeted coaching recommendations, guided improvement plans, and practice scenarios such as AI mock-caller roleplay, lessons, and quizzes.

Published subscription options include the Essentials plan at $49 per agent per month and the Pro plan at $89 per agent per month. Both plans include unlimited usage of their included features without usage-based overage fees, with free access provided for managers and reviewers.