QA Admin
Choose how calls are attributed, customize score tiers and score display, and review automated analysis runs.
Elite plan required — Upgrade needed to unlock QA Calls features!
Created: September 16, 2026
Updated: September 16, 2026
Overview
Go to QA Calls → Admin to open QA Configuration — Configure how scores are labeled and displayed across QA Calls. Settings are grouped into cards; click a card to open its settings panel, and use Search settings...to find a card quickly.
| Section | Card | What it controls |
|---|---|---|
| Evaluation | Evaluation Mode | Score calls by named agent or by phone extension. The card's badge shows the current mode. |
| Scoring | Score Tiers | Labels, thresholds, and colors used to rate calls (Excellent, Good, Poor...). |
| Scoring | Display | Show scores as a percentage or out of max, and toggle decimals and percentage hints. |
| Automation | Run History | Automated analysis runs and recordings that need manual assignment. |
Settings apply to your whole organization.
Who Can Use It
QA Admin is for organization admins and owners only. The Admin tab is hidden from everyone else, and opening the page directly shows QA configuration is restricted to organization administrators.
QA Calls itself is opened from the product switcher in the top bar (QA Calls) and is unlocked by the Elite or Enterprise support plan. See Billing & Plans.
Evaluation Mode
The evaluation mode decides who a scored call belongs to. Only the matching tab stays visible in the QA Calls menu.
| Mode | What happens |
|---|---|
| Agents (default) | Calls are scored against named agents. The Agents tab is shown. |
| Extensions | Calls are scored against phone extensions. The Extensions tab is shown. |
- Click the Evaluation Mode card.
- Click Agents or Extensions.
The change saves immediately — there is no Save button — and you'll see Evaluation mode updated.
Score Tiers
Score tiers turn a call's score into a label and color. Each tier applies from its minimum percentage of the campaign's max score upward. Order doesn't matter — tiers are matched from the highest threshold down. Out of the box, your organization uses:
| Label | Min % | Color |
|---|---|---|
| Excellent | 90 | Green |
| Good | 75 | Blue |
| Fair | 60 | Orange |
| Poor | 0 | Red |
Edit Tiers
- Click the Score Tiers card.
- For each tier, edit the label, the minimum percentage (0–100), and pick a color.
- Click + Add tier to add a tier (it starts as New tier at 0%), or the trash button to remove one. You can't remove the last remaining tier.
- Check the Preview, which shows sample scores of 95, 80, 65, and 40 out of 100 with your labels and colors.
- Click Save changes. You'll see QA settings saved.
Make sure one tier starts at 0% so every scored call gets a label. Tiers with an empty label are dropped when you save. Your tiers are also used for the Score filter on the Results page.
Display
Click the Display card to choose how average and per-call scores are shown.
| Setting | Options | Default |
|---|---|---|
| Average score basis | Percentage (85%) or Out of max (85 / 100) | Percentage |
| Show one decimal place | On shows e.g. 85.5%; off rounds to whole numbers | Off |
| Also show percentage next to the raw score | On shows e.g. 85 / 100 (85%). Only available with Out of max. | On |
The Preview updates as you change options. Click Save changes to apply.
Run History
Click the Run History card to open Analysis run history: automated batch analyses of recordings dropped in your incoming folder, newest first. The 20 most recent runs are shown; click Refresh to reload. If nothing has run yet you'll see No runs yet.
Each run shows:
- Status — Running, Completed, or Error (errors include a message below the run).
- Start time and how it was triggered — Scheduled or Manual.
- Found — recordings discovered by the run.
- Scored — recordings evaluated successfully.
- Failed — recordings that couldn't be evaluated (shown only when above zero).
- Unmatched — recordings that couldn't be matched to anyone and were set aside (shown only when above zero).
Assigning Unmatched Recordings
When a run has unmatched recordings, it shows a file(s) need manual assignment link. To score them yourself:
- Click the link to expand the file list. Files load 100 at a time — click Load more for the rest.
- Optionally click Listen to play the recording and identify the caller.
- Choose the right person from Select QA agent.
- Click Evaluate. The call is scored using the selected agent's campaign and you'll see Call evaluated and assigned. The file then drops off the list and the run's counters refresh.
Evaluated calls appear on the Results page.