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Every account gets signed records. QA adds a score against your scorecard, and sentiment, to each call. Your account owner or an admin can turn it on.

What you need first

1

A balance

QA is paid, so your balance must be above $0. See your balance and top-ups.
2

A scorecard

QA scores calls against your rules, so you need an active scorecard. Open Scorecard and write your own checks, or start from Load a starter preset. Presets are editable suggestions, not legal templates. See scorecards.

Turn it on

Go to Billing, choose Turn on QA, read the price, and confirm.

What changes

  • Calls received after you turn it on are scored. Earlier calls stay as records and aren’t charged as QA.
  • Each scored call is charged at the QA price, with the record included. Your remaining free records don’t cover scored calls.
  • You only pay the QA price for a real score. A call that couldn’t be scored is treated as a record, at the record price or as a free record if you have any left. See how charging works.
  • If your balance runs out, new calls wait until you add funds. See your balance and top-ups.

Turn it off

Go to Billing, choose Turn off QA, and confirm.
  • New calls get a signed record and transcript, with no score or sentiment. They use any free records you have left, then the record price.
  • A call scored while QA was on is still charged as QA, even if it’s charged after you turn QA off. Past calls keep their scores.
  • Paid calls don’t use your free records, so you keep the free records you had.
  • You can turn QA back on at any time. You need a balance and a scorecard, as before.
QA shows how a call matched your own rules. It is not a legal judgment, and a passing score does not make a call lawful.