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Feedback topic

Tell us about your QA process today

  • May 15, 2026
  • 1 reply
  • 69 views
helena_wang
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Before we dive into feedback on the feature itself, we'd love to understand where you're starting from. This will help us tailor updates and prioritise what matters most to your team.

Please share your thoughts on the following:

  1. What's your current process to QA? (manual spot checks, daily/weekly/monthly reviews)
  2. How many conversations does your team handle per week, roughly?
  3. What are the most important things you evaluate agents on today?
  4. What metrics matter the most to your team today?

No wrong answers — we just want to understand your starting point so we can make Smart QA as useful as possible for you. Thanks!

    1 reply

    katie_yamashita
    1. We use the smart QA as a starting point and evaluate 5 tickets/week/agent.  We change scores, add notes, and add custom tags to flag compliance and any concerning red flags. We then use those tags to filter out conversations that were not reviewed by a human.
    2. 6500
    3. What are the most important things you evaluate agents on today?  Grammar, Comprehension, Personalization
    4. What metrics matter the most to your team today?  QA!  Time to first reply, Smart CSAT.
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