Manual QA samples 2–5% of conversations
Most teams manually review a tiny fraction of conversations. The other 95% are invisible. Bad habits go uncorrected for weeks before someone notices a CSAT drop.
Every Conversation, Quality Scored.
Automatic QA scoring on 100% of conversations. Flag underperformers before they damage CSAT, assign coaching sessions, and track team improvement week over week — all without a dedicated QA team.
100%Conversations scored
23%Avg CSAT improvement in 90 days
0Dedicated QA headcount needed
<1minTime to review a flagged call
Common Challenges
Coaching is reactive, not preventive
By the time a manager spots a problem, the damage is already done. There's no system to flag struggling agents early, assign structured coaching, and track whether it's working.
No visibility into what "good" looks like
Without a scoring rubric tied to real outcomes, agents don't know what excellence looks like. Vague feedback doesn't change behaviour.
Enterprise QA tools cost more than your whole support stack
Dedicated QA platforms like Klaus or MaestroQA start at $30–50/agent/month on top of your existing helpdesk. AItocha includes QA scoring in every plan.
Features
Automatic conversation scoring
Every resolved conversation receives a QA score based on your customisable rubric — tone, resolution quality, policy adherence, and more.
Agent performance leaderboard
Compare agents by score, resolution rate, CSAT, and handle time. Spot your top performers and the ones who need support.
Automated coaching queue
Low-scoring conversations are automatically queued for manager review. Assign a coaching session in one click with linked conversation context.
Improvement tracking over time
Track each agent's score trend week-over-week. See whether coaching is working and celebrate measurable improvement.
Custom scoring rubrics
Define your own QA criteria — weight each dimension differently, set pass/fail thresholds, and align scoring with your brand standards.
QA reports for compliance
Export QA reports for client audits, regulatory compliance, or internal performance reviews in one click.
How We Compare
| QA scoring included in base plan | Yes |
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| 100% conversation coverage | Yes |
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| Automated coaching queue | Yes |
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| Custom scoring rubrics | Yes |
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| Agent improvement tracking | Yes |
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Frequently Asked Questions
Does QA scoring happen automatically or do I need to trigger it?
Automatic. Every conversation is scored within minutes of being resolved — 100% coverage with no manual trigger, no sampling, and no dedicated QA staff required.
Can I define my own scoring rubric?
Yes. Go to Settings → QA Settings and define the dimensions you care about: tone, resolution quality, policy adherence, empathy, etc. Set the weight for each dimension and the pass/fail threshold.
What happens when a conversation scores below the threshold?
It's automatically queued for manager review on the QA Reviews page. Managers open the conversation, see the score breakdown, and assign a coaching session in one click.
Can agents see their own QA scores?
Yes. Agents see their individual score trend on the My Performance page. Managers and owners see the full team leaderboard on the QA Reviews dashboard.
Does QA scoring work on voice calls?
Yes. Voice conversations are fully transcribed and the same rubric is applied to the transcript. Scores, the coaching queue, and analytics all work identically for voice.
Is QA scoring included in all plans?
QA scoring is included in every paid AItocha plan — no separate QA tool purchase, no add-on fee. It's part of the base subscription.
Start Scoring Every Conversation Today
Set up your QA rubric in minutes. No dedicated QA team required.
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