Every account gets signed records. To score calls against your scorecard, your account owner turns on QA from Billing. It needs a balance and a scorecard, and it applies to calls received after it’s turned on.
What gets reviewed
With QA on, every call received after you turned it on is reviewed, not a sample. “Reviewed” means each call is checked against your scorecard. It does not mean every call gets a numeric score: some calls are not applicable, for example a voicemail or a call with no real engagement.How it works
1
You define a scorecard
Your required elements (what an agent should do) and prohibited claims (what they must not say), with the checks that matter most marked critical. See scorecards.
2
Each call is reviewed
After the call, it is reviewed against your scorecard. AI calls and human-agent calls are both covered.
3
The result joins the record
The status, score, a one-line summary, and the supporting evidence are attached to the call’s signed compliance record. See QA results.
What you get
Scorecards
The rules each call is reviewed against, configured by you.
QA results
How to read a status, a score, and the evidence behind it.