# 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 yet**with a **Create a campaign** link; if nothing has been scored, upload and analyze calls first on the [Upload](https://docs.vinsi.ai/qa/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](https://docs.vinsi.ai/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. 1. Under **Alert Settings**, choose a **Campaign**. 2. Drag the **Alert below** slider to a percentage between 10% and 100% (in steps of 5). It starts at 60%. 3. 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](https://docs.vinsi.ai/qa/results) to review older calls. ## Related - [Dashboard](https://docs.vinsi.ai/qa/dashboard) - [Results](https://docs.vinsi.ai/qa/results) - [Agents](https://docs.vinsi.ai/qa/agents) - [QA Admin](https://docs.vinsi.ai/qa/admin)