AutoQM & Improvement

From scoring every conversation to coaching every agent

AI quality management calibrated to your business — scoring 100% of interactions, surfacing what to coach on, and closing the loop from insight to improvement.

Live transcript · 04:32

JM
My direct debit failed again — third time this month.
SK
I see, let me check our system for you.
JM
I want to cancel the policy.
SK
OK, I'll process the cancellation.

Auto QA Scorecard

65%
0 auto-fails
FAIL
Greeting 10/10
Verification 15/15
Empathy 3/15
Resolution 7/15

Score every conversation, automatically and accurately.

Replace sampling with full-coverage AI scoring that mirrors how your best QA analysts mark — across voice, chat, and email.

Bespoke Scorecards

Drag-and-drop scorecards built around how your team evaluates quality. Weight criteria, set auto-fail logic, adapt by queue.

AutoWorkQueues

Automatically route the right interactions to the right reviewers. Prioritise high-risk contacts.

Blended Scorecards

Mix automated checks and human observations on a single scorecard. AI handles the rote; people handle judgement.

Calibration

Align evaluators on what good looks like. Run structured calibration sessions to keep human and AI scoring consistent.

Agent Disputes

Give agents a structured way to challenge scores. Disputes feed the loop that makes AutoQM more accurate over time.

Powered by the Context Engine

The intelligence layer behind every score.

The Context Engine is what lets evaluagent score with the nuance of a human QA lead. Feed it your guidelines, your knowledge, and your edge cases — and tune it until it's calibrated to your standard.

Guidelines

Encode your QA policies, tone of voice, and compliance rules in plain language. The engine applies them consistently across every channel.

Knowledge Base

Ground scoring in the same source material your agents use, so the AI knows what right looks like in your business.

Testing Console

Try changes against real conversations before they go live. See exactly how a tweak affects scoring across your archive.

Progress · Last 30 days

64%

Action items

• Review 3 flagged calls with coach
• Complete empathy training module
• Practise on 5 next live calls

Performance Improvement

Turn every score into a step forward.

Spotting a problem is the easy part. evaluagent closes the loop from insight to action — feeding it back to coaching plans, workflows, and team development.

Real-time Feedback

Surface coachable moments to agents while context is still fresh — not weeks after the call.

Actions

Trigger workflows the moment a score, sentiment shift, or compliance flag fires — from coaching to escalations.

Coaching & 1-to-1s

Run structured coaching sessions tied directly to evidence in the conversation, with progress tracked over time.

Performance Plans

HR-ready improvement plans linking 1-to-1s, actions, and training. Documentation built in, audit trail throughout.

Gamification

Points, badges, and leaderboards driven by QA results. Make quality something the team competes on.

Reporting

Reporting that powers use cases across the enterprise.

From at-a-glance dashboards to deep-dives across channels and customer segments — and pushes data wherever you need it next.

Discovery

Deep-dive into reasons for contact, sentiment, and themes by channel — find the drivers of poor outcomes.

Dashboards

SmartView and custom dashboards for QA leads, ops managers, and the exec team — each cut to their level.

Performance Reporting

Agent, evaluator, and calibration performance reports. Line item analysis to see exactly where standards slip.

Data Exporting

Push evaluagent data into your warehouse, BI tool, or downstream system — to power use cases beyond the platform.

API

REST APIs to integrate evaluagent into the rest of your stack — embed insights wherever your teams work.

See how our customers are transforming QA with evaluagent

Success Stories

Doubling evaluations and cut attrition by 90%
Learn more
25% increase in Quality Scores in 9 months

Increasing QA productivity and pass rates
285% increase in QA productivity

Automating QA across millions of interactions to spot trends
95% drop in QA planning time

Turning QA into a key driver for customer outcomes
95% first-call resolution

Scaling quality without growing headcount.
90–95% interaction coverage

Questions QA leaders ask before they buy

Common questions from QA leaders, ops managers, and contact centre directors evaluating evaluagent.

Can I score 100% of interactions across voice, chat, and email?
Yes. evaluagent operates across every channel your contact centre runs — voice (with transcription), chat, email, and any text-based interaction your CCaaS or helpdesk captures. Coverage is 100% of recorded contacts, not a sample.

Does AutoQM use the scorecard we already have?
Yes. evaluagent’s AutoQM automates the scorecard you’ve already built and refined.

What happens to complex or high-risk conversations?
Evaluagent’s AutoQM is designed to route high-risk, high-value interactions to human evaluators for deeper review.

Can I see how the AI has reached its conclusion?
Yes. evaluagent is built with responsible AI at its core.

Can regulated industries use evaluagent?
Yes. evaluagent is designed to help organisations in regulated industries maintain oversight, improve compliance processes.

Will this reduce the time my QA team spends on evaluations?
Yes — significantly.

How do agents and team leaders respond to evaluagent?
Most teams find that evaluagent helps create a more consistent, transparent, and supportive QA process for both agents and team leaders.

How does evaluagent connect to coaching and agent development?
Findings from evaluagent flow directly into coaching workflows rather than sitting in QA reports.

How quickly can we go live with evaluagent?
Most organisations can go live with evaluagent in just a few weeks.