QA Tools
Compare agents, see how scores are spread, spot declining performers, and flag calls below a threshold.
Elite plan required — Upgrade needed to unlock QA Calls features!
Created: September 16, 2026
Updated: September 16, 2026
Overview
QA Tools — Quality assurance insights and performance analysis — is opened from QA Calls → Analytics. It has five tabs: Agent Benchmarks, Score Distribution, Low Performers, Volume vs Score, and QA Alerts. Most tabs have a campaign dropdown (default All Campaigns) to narrow the data to one campaign.
The tools work from calls that have already been scored. If you have no campaigns yet, you'll see No campaigns yetwith a Create a campaign link; if nothing has been scored, upload and analyze calls first on the Upload page.
Scores on this page are always shown as a percentage of the campaign's max score so campaigns with different maximums can be compared. Ratings use fixed ranges — Excellent 90–100%, Good 75–89%, Fair 60–74%, Poor below 60% — rather than the custom score tiers set in QA Admin.
Agent Benchmarks
Average score % per agent — normalized across campaigns. Only agents with at least one scored call are included.
- Bar chart — each agent's average score percentage. With All Campaigns selected, bars and a legend are colored by campaign.
- Rankings — agents ordered from highest to lowest percentage, with medals for the top three. Each row shows the number of calls QA'd, the average score out of the campaign max, and the percentage with its rating.
- The header shows how many agents are listed and either across all campaigns or the selected campaign's max points.
Score Distribution
How calls are distributed across score ranges (normalized to %). Only scored calls are counted.
- Chart — the number of calls in each 10% range, from 0–10% to 90–100%.
- Summary — Total evaluated calls, plus the count and share of calls rated Excellent (90–100%), Good (75–89%), Fair (60–74%), and Poor (<60%).
Low Performers
The Low Performer Tracker compares each agent's average score over the last 30 days with the previous 30 days. Use the filter to show ↓ Declining (the default), All, or ↑ Improving agents. The biggest drops are listed first.
| Column | What it shows |
|---|---|
| Agent | The agent's name. |
| Campaign | The agent's campaign. |
| Last 30 Days | Average score out of max and as a percentage, or No data. |
| Prev 30 Days | Average for the previous 30 days, or New this period if the agent had no scored calls then. |
| Change | Difference in score points between the two periods, in red (down) or green (up). |
| Calls (last 30d) | Scored calls in the last 30 days. |
An agent needs at least one scored call in the last 60 days to appear. If the list is empty, try switching the filter to All.
Volume vs Score
Call Volume vs Score helps you identify agents with high call volume but low quality scores.
- Scatter chart — each dot is an agent, plotted by Calls QA'd (across) and Avg Score % (up). Hover a dot for details.
- At Risk Agents — up to eight agents scoring below 60%, with the most calls first. If none qualify you'll see No agents at risk.
QA Alerts
Set score thresholds and identify underperforming agents. Thresholds are set per campaign.
- Under Alert Settings, choose a Campaign.
- Drag the Alert below slider to a percentage between 10% and 100% (in steps of 5). It starts at 60%.
- Click Save Threshold. You'll see Active: flag below your percentage.
Flagged Calls then lists that campaign's calls scoring below the threshold, with the number flagged:
- Agent — name and email.
- Score — score out of max, percentage, and rating.
- Below Threshold — how many percentage points below the threshold the call scored.
- Date — when the call was added.
If nothing is below the threshold you'll see All clear. The Configured list shows every campaign you've set a threshold for.
QA Alerts are an on-screen review list — they don't send notifications. Thresholds are saved in your current browser only, so teammates (or you on another device) need to set their own. Flagged Calls checks the campaign's 100 most recent calls; use the Score filter on Results to review older calls.