AI Smart QA

each Team member can view their own metrics each team member can view & comment on their own Smart QA and see all feedback.

Request Include Smart QA results as a measurable performance metric for teammate groups.

Problem Smart QA displays individual scores (e.g., 50% sentiment) but doesn't show which part of the conversation was evaluated, forcing agents to manually search through conversations to locate the referenced section. Request They want Smart QA s...

Problem Smart QA evaluation results cannot currently be used to trigger conditional workflows or automations. Request Enable Smart QA scores and evaluation results to be available as dynamic variables in macros and rules so they can trigger automa...

Problem When reviewing Smart QA scores by category, N/A grades clutter the results for emails that weren't graded in that category. Request Add a filter to exclude N/A grades when reviewing Smart QA scores for each category.

Problem Smart QA evaluation applies to all teammates by default, but some teams need to exclude specific people (e.g., new hires still in onboarding). Request Allow rules to specify which teammates or teammate groups should be evaluated by Smart QA.

Problem Smart QA scorecards don't currently surface audit trail information that could provide context for quality assessments. Request Include audit trail data in Smart QA scorecards, such as who added tags, message deletions, and usage of messag...