Settings
Manage your tenant, team members, and notification preferences
Your company profile, team member seats and your personal notification preferences.
Organisation
No tenant configured.
Team Members
Seats count team member logins only — agents being analysed never count.
No team members yet.
Invite Team Member
Notification Preferences
Personal — applies to your own loginReal-time in-app alerts
Anomaly notifications appear instantly in the dashboard
Weekly email digest
90-second summary of top findings ranked by rand impact
Critical alert emails
Immediate email for critical-severity anomalies
Daily summary email
Daily digest of conversation metrics and trends
Quality Scorecard Criteria
10%
Professional greeting & introduction
Agent introduced themselves and greeted customer professionally
15%
Demonstrated empathy & active listening
Agent acknowledged customer feelings and listened actively
15%
Accurately identified customer need
Agent asked relevant questions to understand the issue
20%
Provided accurate solution/information
Agent gave correct and complete resolution
10%
Maintained professional, friendly tone
Agent remained courteous and professional throughout
10%
Followed proper hold/transfer procedure
Agent asked permission before hold/transfer and explained process
10%
Proper closing & confirmation of resolution
Agent confirmed resolution and offered further assistance
10%
Met compliance requirements (disclosures, verification)
Agent completed all required verification and disclosures