Monitor and improve service quality with AI-powered performance tracking.
RoundInfinity’s Quality Assurance tools empower organizations to maintain high service standards across channels. By leveraging AI to analyze interactions—calls, chats, tickets, and feedback—supervisors can track performance, spot patterns, and take timely action to coach, intervene, or optimize.
The system supports quality scoring, sentiment detection, feedback-based evaluation, and SLA compliance monitoring. Supervisors can access real-time dashboards, automated call transcripts, agent scorecards, and issue alerts—ensuring that every customer interaction reflects your brand’s quality promise.
How it Works
Multi-Channel Quality Tracking
Evaluate service across voice, chat, email, tickets, and WhatsApp channels for a complete performance view.
AI-Based Interaction Analysis
Analyze call transcripts, chats, and ticket logs using AI to detect sentiment, compliance issues, and resolution effectiveness.
Quality Scorecards
Auto-generate agent or team scorecards based on response accuracy, tone, resolution time, and customer feedback.
SLA & Compliance Monitoring
Track SLA breaches, escalation patterns, and response timelines to flag risks early.
Supervisor Alerts
Trigger alerts for low sentiment calls, repeated complaints, or poor CSAT scores, allowing immediate intervention.
Call & Chat Transcription Logs
Access detailed records of past conversations, complete with timestamps, sentiment scores, and keyword highlights.
Agent Coaching & Feedback Loop
Use QA reports to deliver actionable feedback to agents, assign training tasks, or celebrate high performers.
Customer Satisfaction (CSAT) Analysis
Collect and analyze survey responses to understand service perception trends over time.
Real-Time Dashboards
Supervisors can monitor service quality metrics live, filter by agent/team/channel, and export detailed reports.
Audit Trails & Documentation
All QA reviews and outcomes are logged with comments, timestamps, and action history for full traceability.