Introduction & Product Overview
Target Audience:
All Users, Evaluators, New Customers
Description:
This document serves as the landing page for the CQA product, explaining what it is, who it is for, and the core concepts driving it.
1. Introduction
1.1. Purpose
This user guide serves as the primary reference for all users of the Conversation Quality Analysis (CQA) platform. It provides detailed, step-by-step instructions for utilizing the platform's features to analyze, score, and improve customer interactions.
1.2. Intended Audience
This document is intended for all personnel involved in the quality assurance lifecycle, including:
- System Administrators: Responsible for platform setup, user management and configurations.
- Agents: Whose conversations are being analyzed and who participate in the dispute process.
- Supervisors & Quality Analysts: Responsible for reviewing analyses, managing quality profiles, and resolving disputes.
2. Product Overview
CQA is an intelligent, automated quality assurance platform designed to streamline the evaluation of contact center interactions. It functions as a centralized console that ingests call recordings, analyzes them against defined Quality Profile, and provides actionable insights into agent performance and operational trends. The platform is designed to be agnostic, meaning it can potentially integrate with any contact center platform.
2.1. How It Works
In CQA, analysis happens automatically as soon as a recording enters the system. The workflow is driven by three core components:
- Input (Metadata): When a recording arrives, it carries “metadata” (e.g., Campaign Name, Agent ID, Talk Time, Region).
- Logic (Assignment Rules): The system checks this metadata against a set of pre-defined rules. For example, a rule might state: "If Campaign is 'Sales' and Duration is > 2 minutes, use the 'Sales Quality Profile'" .
- Execution (Quality Profile): The system instantly applies the selected Quality Profile to the recording, generates a score, and logs the result in the Analysis List.
2.2. Key Concepts & Definitions
To operate CQA effectively, users must understand the following core building blocks
2.2.1. Metadata: The Engine of Automation
Metadata is the structured information associated with every interaction. It is the most critical component of the CQA platform because it drives all automation and visibility.
- Routing: It determines which Quality Profile is used to score a call.
- Filtering: It allows users to slice and dice data on the Dashboard (e.g., "Show me scores for the North Region only").
- Security: It controls User Access. For instance, a Supervisor tagged with "Region A" metadata will only see data relevant to that region .
- AI Context: Selected metadata fields can be injected to the AI during analysis so scoring and insights use operational context (e.g., campaign or disposition) in addition to the transcript/audio.
2.2.2. Quality Profile (QP): The Scoring Rubric
A Quality Profile is a structured evaluation form used to score an agent. It is organized hierarchically to provide granular reporting:
- Category: High-level grouping (e.g., "Soft Skills," "Compliance").
- Sub-Category: Specific focus area (e.g., "Greeting," "Closing").
- KPI (Key Performance Indicator): The specific question used to evaluate the agent (e.g., "Did the agent mention the brand name?").
- KPI Types: The system supports Yes/No (Binary), Selection (Multiple Choice), and Rating (1-5 Scale), Text (Data Extraction) inputs .
- Criticality: KPIs can be marked as "Critical." If a Critical KPI fails, it can automatically zero out the score for the entire Category, sub-category or the entire quality profile (based on the criticality level), enforcing strict compliance standards.
- SOP Based Analysis: To ensure AI accuracy without writing excessively long KPI descriptions, CQA allows you to attach Standard Operating Procedures (SOPs) directly to your Quality Profiles. The AI automatically extracts context from these documents to evaluate the conversation.
2.2.3. Assignment Rules: The Automation Layer
Assignment Rules replace the need for manual scheduling. An Assignment Rule is a conditional logic statement that tells the system when to use a specific Quality Profile.
- Dynamic Logic: You can create rules based on any available metadata field.
- Example: "Apply the 'Urgent Care Profile' ONLY if the Queue Name is 'Emergency' AND Talk Time is less than 30 seconds" .
- Continuous Operation: Once a rule is active, it runs continuously in the background, analyzing every matching call upon arrival.
2.2.4. Analysis & Interaction Review
An "Analysis" refers to a single recording that has been processed by a Quality Profile.
- The Analysis List: A central log of all processed interactions, searchable and filterable by score, date, agent, or metadata.
- Interaction View: A detailed view where Supervisors can listen to the call, read the transcript, viewing specific AI reasoning for every score, and handle disputes raised by agents.
- Native Language Support: CQA can process audio interactions in both English and the speaker's detected native language (e.g., Arabic, Hindi), removing the English-only barrier for regional markets. The Interaction Details page provides a language toggle to switch between English and the native language transcripts and summaries. For Right-to-Left languages like Arabic, the text automatically applies RTL formatting. This feature is available only on higher-tier plans.
2.2.5. Test Evaluation
The Test Evaluation module enables users to run ad-hoc analyses on specific batches of recordings, which is ideal for testing new Quality Profiles or processing offline files that were not analyzed automatically.
- Setup: Users create a test by giving it a name, selecting a target Quality Profile, and uploading an Excel file containing the Recording URLs and any relevant Metadata, or direct audio/text files.
- Status Tracking: The system indicates the batch status, such as Completed or Partial Success (if some audio links were invalid), allowing users to quickly identify and troubleshoot errors.
- Export: Users can export the detailed results of any test evaluation directly to their email for offline review.
2.2.6. User Management
The User Management module provides a centralized view of all individuals authorized to access the CQA platform. Administrators use this section to monitor account details and verify role assignments.
- View User Directory: Navigate to the Users icon in the sidebar to see a comprehensive list of all registered accounts. The table provides key identity details including Name, Email Id, and Username.
- Monitor Roles: Quickly identify the permission level of each user:
- Admin: Has full access to system configuration (Metadata, Quality Profiles, Assignment Rules).
- Supervisor: Focuses on operational tasks like reviewing the Analysis List and resolving disputes.
- Check Status: Verify if an account is currently Active or Inactive directly from the status column.
- Self-Serve Invitations: Administrators can instantly invite new team members to the workspace directly from the dashboard without contacting support.
Note on Access Control: While the current view lists roles, granular data visibility (e.g., restricting a Supervisor to a specific Region) is configured via the Metadata settings in conjunction with these user profiles.
2.3. User Roles
- Admin: Configures Metadata, builds Quality Profiles, and sets Assignment Rules.
- Supervisor: Reviews the Analysis List, monitors Dashboard trends, and resolves Agent disputes.
- Agent: Logs in to view their own performance scores and can raise disputes on specific KPI results if they disagree with the AI's assessment .
Data Privacy & Customization
- Tenant-Specific Permissions & Customization: User access in CQA is evaluated and strictly isolated at the tenant (workspace) level. This ensures that users only have access to the exact data they need for the specific account they are working on.
- Need Custom Permissions? While CQA provides standard default access rules for Agents and Supervisors, these roles are highly flexible. If your organization requires a custom permission matrix for a specific workspace (e.g., granting a specific type of Supervisor restricted access), reach out to your Customer Support Manager. Our backend team can tailor and configure custom role permissions specifically for your tenant.
