01 · QUALITY MONITORING
Evaluate conversations against agreed criteria and review the evidence behind each assessment.
CALL 4471 · 5 OF 12 ITEMS SHOWN · 1 FOR A PERSON
Workspace
REVEAL · WORKSPACEBring quality monitoring, contact drivers, root-cause analysis and customer understanding into one workspace, shaped around your operation. Review the evidence behind findings and give your team a clearer basis for coaching and improvement.
[01 / YOUR STANDARDS]
Built around your standards.
Start with a scorecard drafted for your industry and roles, then refine it with your team around your priorities and evaluation requirements.
- 01The draftA scorecard drafted for your industry and roles, with the items, weights and critical errors an operation like yours evaluates.
- 02Refined with your teamAdjusted with you around your priorities and evaluation requirements. What comes out is yours.
- 03The evidenceEach assessment carries the passage it was based on. Where the evidence is unclear, it is flagged for a person rather than scored.
- 04Human and AI agentsThe same scorecard can evaluate the conversations of human and AI agents, with the items each one needs.
The evaluation framework is aligned with the COPC CX Standard: critical and non-critical errors are scored separately rather than blended into one score. Alignment describes the framework, not a certification.
[02 / A WORKED EXAMPLE]
One conversation, scored.
This is what Workspace does with a conversation you connect: read it against your own scorecard, keep the passage behind each finding, and flag whatever the evidence does not settle.
CALL 4471 · RETAIL · 6 MIN 12 S
SEEDED EXAMPLE · NOT A CUSTOMER RECORD
- 00:07CUSTOMERI ordered the jacket on the fourth and the tracking still says label created.
- 00:22AGENTLet me look at that now. Can you confirm the order number and the postcode?
- 00:41CUSTOMERIt is 88-4102, postcode 8004. It was meant to arrive on Tuesday.
- 01:15AGENTThe parcel is with the carrier and the new date is Friday. I will send you the tracking link.
- 02:38CUSTOMERWill I be told if it moves again?
- 02:47AGENTYes. I have added a note to the order, so you get an email if the date changes.
Five of twelve items shown. Select an item to open the passage it was read from. The last one is not scored: the text alone does not settle it, so it goes to a person.CRITICAL ERRORS · NONE
[03 / EACH CONVERSATION]
Understand more from each conversation.
Five connected capabilities in the same workspace, each answering a business question.
02 · TOP CALL DRIVERS
Understand why customers contact you and which reasons recur.
DELIVERY DATE CHANGED · THE WEEK'S MOST FREQUENT REASON
03 · ROOT CAUSE ANALYSIS
Investigate contributing causes behind recurring problems.
CARRIER HANDOVER DELAY · SEEN ACROSS 63 CONVERSATIONS
04 · CUSTOMER PROFILE
Understand the needs and context customers express in their conversations.
THIRD CONTACT THIS MONTH · PREFERS EMAIL OVER PHONE
05 · CUSTOMER EXPERIENCE
Examine friction, effort and outcomes reflected in the conversation.
EFFORT RISES AFTER THE SECOND TRANSFER
The lines under each capability are seeded examples from the same illustrative call, not customer results.
[04 / ACT ON IT]
Give people something useful to act on.
Bring findings and supporting passages into review and coaching, so your team can discuss specific interactions and agree where improvement is needed.
An agent opens the same record the reviewer opened: their scores, the items that moved and the passages behind them. A coaching session starts from the recording, not from a number.
Review controls are described on Governance; connected actions on Flows, which is in development.
[05 / CONSOLE]
See how a conversation is reviewed.Load an interaction, watch the items resolve, open the passage behind each one. Ask for a walkthrough using an appropriate example.
Ask us to walk through REVEAL with you •
Let's make
quality visible.
quality visible.
Next step: bring one scorecard and thirty minutes, and we will score a conversation of yours against it while you watch.