Contact Center QA

AI-powered quality assurance for contact center conversations. Sentiment, intents, agent scorecards, script adherence, anomaly alerts, volume forecasting, and a generative narrative report, all over the same date range you pick once.

Contact Center QA turns the calls and chats your contact center is already running into structured intelligence. Pick a project at the top of the sidebar, pick a date and hour range once, every page on the site reflects exactly that range.

How it works

1. Pick a project from the project switcher at the top of the sidebar. Each project is a separate dataset.
2. Use the filter bar under any page’s hero to set the date range (7 days, 30 days, 90 days, or Custom) and the hour range.
3. Every chart, KPI, and table on every page reflects that range automatically.
4. The filters live in the URL, so when you share a link with a teammate they see exactly what you saw.

A small + New Project button in the top bar (replacing the Create Agent button on CCQA pages) is where you’d start a new project. Wiring is in progress.

Start here

Overview

The home page of any project. KPIs, daily volume, hourly distribution, activity heatmap.

Sentiment Analysis

Breakdown pie + Top Sentiments bar + searchable Recent Sessions.

Intent Analysis

Top 10 intents in your project, with per-segment transcripts.

TimeLens AI

A streamed narrative report of what happened in the date range you pick.

Pages in this system

Overview

Filter-reactive KPI strip (Total Calls, Transcribed, Total Calls Time, Avg Duration, Days Analyzed), daily volume chart, hourly distribution, activity heatmap, Volume Forecasting peek, Goals & Benchmarks rings.

Sentiment Analysis

Breakdown pie + Top Sentiments bar. Full-width Recent Sessions accordion with search, All CSV / Page CSV export, and expanded transcripts.

Intent Analysis

Top 10 intents bar (localised in English and Arabic), session-list / transcript-detail block with per-segment intent tokens.

Speaker Timeline

Four sub-tabs (Gender Detection, Sentiment Timeline, Intent Timeline, Silence / Dead Air) sharing one layout: info banner, KPI strip, distribution charts, per-call timeline list.

TimeLens AI

Streamed chronological intelligence report. Each segment is a roughly 150-call bucket with main topics, flagged issues, and a short summary.

Agent + Team Scorecards

Per-agent KPI table (Calls, AHT, Sentiment Δ, FCR, Escalation, sentiment mix, top intents, 30-day trend). Teams tab is coming soon.

Compliance / Script Adherence

Phrase-matching of required scripts (greeting, recording disclosure, ID verification). Per-script, per-agent, and per-call breakdowns.

Volume Forecasting

Forecast for Next 7 / Next N days. Configurable Horizon, Training window, and Confidence band. Weekday profile + 24-hour heatmap.

Alerts + Anomaly Feed

Live rule evaluator. Threshold or rate-of-change rules on negative sentiment share, call volume, AHT, silence ratio, dead-air events. In-app + email + webhook delivery.

Goals & Benchmarks

Per-project KPI targets shown as progress rings on the Overview page. Admin-gated Edit dialog.

Ask & Visualize

Chat with your data in plain English. The system writes read-only SQL, runs it, and renders Plotly charts inline.

Common questions

Whose data is in my project?

Each project is a separate dataset, isolated by tenant. You only see the projects your account is a member of. Switching projects in the sidebar is the only way to see other tenants’ projects (only if you’re an admin on multiple).

Is the data live or daily?

The Contact Center QA backend ingests transcripts and audio in batches. Most projects refresh daily; some run on a faster cadence. The Days Analyzed KPI on the Overview tells you how many days of data are currently loaded.

Why does my filter say Last 30 days but the numbers seem off?

Each project has a date range it actually has data for. If you ask for Last 30 days but the dataset only has 8 days loaded, you’ll see numbers for those 8 days. The custom-range calendar shows the project’s available window.

Can I export every chart?

Yes. Every chart card has an Export chart button in its header that downloads a PNG. Page-level CSV exports are on the page itself (e.g. All CSV / Page CSV on Sentiment Analysis, Download filtered calls CSV on TimeLens, Detailed CSV on Compliance).

Are filters tied to the date or to me?

To the URL. When you change the filter, the URL updates. When you share that URL with a teammate, they land on the same view. Refreshing keeps the filter, so it survives reloads.

The Alerts bell badge says zero but I'm sure something happened.

The bell counts unacknowledged anomalies for the current project in the current filter. Switch projects or widen the date range to see other events. Acknowledged anomalies stay visible but the count drops.