QA Agent Overview
The QA Agent in app.broccoli.com enables organizations to monitor, evaluate, and enhance the quality of customer service interactions. By analyzing live and recorded calls, the QA Agent provides insights into CSR (Customer Service Representative) performance, call outcomes, and missed opportunities. This section of the application is designed to support quality assurance teams in improving service standards, identifying training needs, and maximizing booking conversions.
Navigation
To access the QA Agent:
Log in to app.broccoli.com.
Navigate to QA Agent in the main sidebar.
Select one of the three available sections: Setup, History, or Analytics.
QA Agent Sections
1. Setup
The Setup area is where you configure the QA Agent before initiating reviews. It consists of multiple configuration options.
QA Settings
Function: Define general QA preferences for call monitoring.
Usage:
Toggle Live Switch to enable real-time QA monitoring.
Select Call Types to include in the QA process.
Configure additional options:
Sync Missing Call Reasons: Automatically apply a call reason if missing.
IVR in Call Recordings: Enable if recordings contain IVR interactions.
CSR Coach: Activate AI-powered coaching for CSR improvement.
Benefits: Ensures accurate and comprehensive quality assurance coverage.
CSR Selection
Function: Specify which CSRs are included in QA review.
Usage:
Select specific CSRs for inclusion.
Toggle additional options:
Treat Empty Agent as CSR – include unassigned calls.
Treat External Agent as CSR – include external agent calls with external IDs.
Benefits: Expands QA coverage to all relevant CSR interactions.
Score Metrics
Function: Define the scoring metrics used to evaluate CSR performance.
Usage: Configure positive-point criteria for consistency across reviews.
Benefits: Creates a structured, objective evaluation system.
Call Reason & Lead Detection
Function: Establish rules for AI call classification.
Usage: Instruct the system to differentiate between “unbooked” and “excused” calls.
Benefits: Improves accuracy in reporting and reduces misclassification.
Custom Tags
Function: Add custom AI-powered tags for calls.
Usage: Define and apply organization-specific tags to categorize calls.
Benefits: Enhances reporting precision and customization.
2. History
The History section provides a record of calls that have been analyzed by the QA Agent.
Function: Review QA scoring and listen to recorded calls.
Usage:
Browse call logs similar to the inbound CSR call history.
Click on a call to access recording playback and QA evaluation.
Benefits: Enables supervisors to validate AI scoring and identify training opportunities.
3. Analytics
The Analytics section provides performance metrics, trends, and insights derived from QA data.
Inbound Calls
Displays the total number of inbound calls handled.
Missed Opportunities
Estimates potential revenue lost from unbooked calls.
True Abandoned
Shows calls that were abandoned before CSR engagement.
Booking Rate
Calculates CSR booking success rates.
Top Missed Opportunities
Highlights high-value calls not converted to bookings.
Clicking View Call provides detailed insights.
Call Flow Summary
Visual representation of call outcomes and reasons.
Score Analytics
Breakdown of CSR performance by scoring metrics (Yes vs. No).
Top Tags – No Conversation
Buckets calls into categories such as:
Follow Up
Message Left
Estimate on Call
Sooner Slot
Spam
Outside Service Area
Dispatch Fee Issue
Top Unbooked Call Reasons
Identifies leading reasons for unbooked calls, such as:
Customer stated they would call back.
Customer declined due to dispatch fee.
Call Trends
Displays daily call activity and outcomes across the selected period.
Agent Performance
Provides individual agent performance metrics, including scores and booking rates.
Notes & Best Practices
Enable Live Switch only when your team is ready to begin active QA monitoring.
Regularly update scoring metrics to align with evolving business standards.
Leverage custom tags to tailor QA insights to unique organizational goals.
Review missed opportunities weekly to identify training needs and potential revenue recovery.
Summary
The QA Agent provides a structured approach to call quality assurance, helping organizations monitor CSR interactions, track booking success, and identify missed opportunities. By utilizing Setup, reviewing History, and analyzing detailed Analytics, businesses can continuously improve customer service standards and revenue outcomes. For related topics, see CSR Call History and CSR Coaching Tools.