Quality Control
Automatic review of conversations against five points, with verbatim quotes from the thread.
Quality Control reviews conversations automatically: every agent reply is checked against five points, and each verdict carries a verbatim quote from the thread. The list is sorted by severity — what is worth reading first is on top. The section lives under Reports → Quality Control.
The feature is switched on per workspace. If the page says "Conversation review is not enabled", ask your account manager to turn it on.
The five points
| Point | What is checked |
|---|---|
| Answered the question that was asked | The reply is on point, not a generic statement. |
| Answered every question asked | No customer question was left unanswered. |
| Made nothing up | No claims that are absent from the thread. |
| Clear; asked when the question was ambiguous | The agent clarified instead of guessing. |
| Named the next step | The customer knows what happens next. |
The score is a percentage plus "on N of 5": points that don't apply to the conversation aren't counted. When all five don't apply, you get "Nothing to score" instead of a zero — that's a normal state, not a bad grade.
Reading the list
Each row is one conversation: when, channel, how fast the first reply was, the score and what went wrong. Under a failed point there's a quote from the thread and an explanation of why it counts as a miss. Open conversation takes you to the thread itself.
Filters
- Period — 7, 30 or 90 days.
- Channel — all channels or one.
- Only with issues — hide conversations where everything was fine.
Worth knowing
- The review runs hourly over conversations where an agent has already replied. Right after it is switched on the list is empty — the first rows appear after the next pass.
- There is no per-agent breakdown yet — a conversation is scored as a whole, not each agent separately.