Reporting
Auto QA
Auto QA finds conversations in your helpdesk and scores them with a scorecard, so team managers only review the results.
How to start
- Choose the scorecard. QAscore Standard is ready to use: the seven sections your calls are already marked on.
- Choose what it covers. Pick the departments, teams and channels to score.
- Set the sample. How many conversations per agent it scores each time and, for scheduled runs, how often it runs.
- Connect your helpdesk. In Settings, connect Intercom or Dixa with an access token. Zendesk and Gorgias are next.
- Click Run now, or switch scheduled runs on. Results land in Manual QA for team managers to review, and in Reporting.
Runs
Manual QA
Pull from Intercom
My scorecards
Messages
QAscore writes here when something about a scorecard looks wrong, for example when the agent named in the calls is not the agent it was saved under. You can reply, or ask a question about your results.
Scorecards
Your scorecards
Each conversation is marked on the scorecard chosen in Manual QA. A scorecard can be set as the default for calls, emails or chats.
QAscore Standard Built in
100 points across seven sections. A GDPR fail scores the whole conversation 0. It cannot be edited, but you can start a new scorecard from it.
Teams and people
Departments hold teams, and teams hold people. Owners and team managers sign in with Google using the email you add here. Add an email for an agent too if you want them to sign in and see their own reviewed scorecards and dispute marks.
Departments and teams
Add a department first, then add its teams inside it.
People
Knowledge
Save each brand's SOPs, price lists and policies once. Choose the brand when assessing, and what the agent says is checked against these notes.
Settings
Connections
Connect your helpdesk so QAscore can pull closed conversations, emails and calls and score them. Access tokens are stored encrypted and are never shown again.
Admin console
Intercom test chats
Creates 10 closed fake chats for Acme Coffee, a made-up brand, in your Intercom development workspace (), so the connection can be tested without real customer data. They mix good, average and poor handling. Only works on workspaces marked [DEV].
Companies
Open a company to see its dashboard exactly as its people do.