Smart QA replaces the need for manual ticket reviews by automatically generating scorecards and surfacing insights in a dedicated dashboard. Save time and get a more accurate picture of agent skills and quality of performance by replacing limited, manual reviews with comprehensive, automated AI scoring

Here’s how it works:

• Customize your scorecard: Select the criteria that matter most from our extensive library like tone, professionalism, and personalization.
• Auto-review every ticket: Get an automated QA scorecard on each closed ticket for a more accurate view of agent skills and performance.
• Track quality at scale: Understand team performance and support effectiveness with dedicated analytics for your QA metrics.

Now generally available, Smart QA is available as a plan add-on for customers on the latest Growth plan and above for $20/seat/month.

Read the help center article to see how Smart QA can help you gain more control over service quality.