Overview
While automated metrics reveal trends, manual QA reviews uncover the subtleties of tone, empathy, and problem-solving that raw data misses. Our Manual QA Tools let you design custom evaluation criteria, apply flexible rubrics by channel or issue type, and surface aggregated insights—so you can coach with precision and drive continuous quality improvements.
While automated reporting captures volume and speed, Manual QA digs into the nuances of support interactions. With QA Manual, you can:
- Tone & Empathy Assessment. Evaluate how agents adapt language, show understanding, and build rapport—qualities that raw CSAT or response-time metrics can’t reveal.
- Complex Problem-Solving. Determine if the agent not only resolves the issue but educates the customer, anticipates follow-up questions, and offers proactive guidance.
- Policy & Compliance Checks. Verify adherence to regulatory guidelines, brand policies, and escalation protocols that automated scripts might overlook.
Contextual Judgment. Understand when an off-script solution is appropriate versus when strict policy alignment is required.
Key Benefits of Manual QA
In today’s competitive support landscape, Manual QA unlocks insights that drive both agent excellence and operational performance. By combining human judgment with structured evaluation, you gain clarity on where to focus coaching,
- Detailed Quality Assessments: Provides a holistic view of agent interactions, evaluating empathy, clarity, and problem-solving abilities that standard metrics can’t capture.
- Tailored Coaching & Development: Delivers context-rich feedback with concrete examples, accelerating agent skill growth and fostering a culture of continuous learning.
- Consistency & Compliance: Standardizes QA rubrics across channels and issue types to align every conversation with brand guidelines and regulatory requirements.
- Enhanced Accountability: Offers role-based review assignments and transparent dashboards so managers and agents can monitor progress and outcomes together.
Getting Started with QA Manual
Kickstarting your Manual QA process is straightforward. Follow these five steps to seamlessly integrate human-led reviews into your support workflow:
- Define Your QA Rubric
- Navigate to the Rubric Builder and select core attributes (e.g., empathy, clarity, technical accuracy).
- Assign weights to each criterion based on business priorities—heavier for compliance in regulated industries or empathy in high-touch services.
- Save your custom rubric or choose a template (e.g., Technical Support, Billing Inquiries) to accelerate setup.
- Configure Review Workflows
- In the Workflow Settings, assign QA roles by channel, tag, or team segment.
- Establish review sprints or continuous sampling—define sprint duration (e.g., one week), ticket targets (e.g., 50 conversations), and participating agents or cohorts.
- Enable automated review assignments so new tickets in scope are queued for the right reviewers.
- Launch Your First QA Sprint
- Start the sprint from the QA Dashboard by selecting your rubric and workflow.
- Optionally set calibration mode to review a small pilot batch (e.g., 10 tickets) and align scoring with peers.
- Review & Annotate Conversations
- Open tickets in Play Mode: replay each conversation, apply rubric scores inline, and add timestamped comments for context.
- Use tagging features to highlight exemplary responses or note areas needing improvement.
- Collaborate by sharing in-progress reviews with managers for calibration and feedback.
- Analyze Results & Act
- View aggregated QA summaries in the Dashboard: track average scores by agent, team, and attribute.
- Identify top improvement areas—filter by rubric item or ticket tag to pinpoint systemic gaps.
- Export reports (PDF/CSV) to share with stakeholders and schedule follow-up coaching sessions based on insight