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Auto QA

Gain full visibility by utilizing Generative AI to automatically score 100% of your calls. Contact centers can evaluate a much larger volume compared to manual reviews, ensuring comprehensive coverage and more detailed insights into performance across the entire team.

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Save & Scale

Automation significantly reduces the time and labor traditionally required for QA. With the time saved, managers and QA teams can focus on more strategic tasks in order to scale operations.

Get A Full & Accurate Picture

Evaluate 100% of calls, ensuring comprehensive coverage and more detailed insights. Visualize trends over time and across teams, and receive alerts for faster, more efficient action.

Highly Customizable

Unlike traditional rigid scorecards, MiaRec's automatic scorecards offer exceptional customization, allowing you to assess what matters most to your team in every scenario.

Scalable and Comprehensive Quality Assurance

Auto QA transforms the way contact centers handle call evaluations by significantly expanding coverage and scalability. Performance insights are comprehensive and detailed, providing a clearer view of team-wide performance and trends.

By automating the QA process, you drastically reduce the time and labor traditionally required for these tasks. This enables managers and QA teams to focus on more strategic activities, such as analyzing the data and developing targeted training programs based on identified needs.

Auto QA Reports
QA Trend Analysis

Drill-Down Trend Analysis

Robust trend analysis features enable managers to gain deep insights into performance metrics at a glance. With our advanced drill-down capabilities, users can analyze data at both the group and individual levels, uncovering detailed performance patterns.

This functionality not only enables a granular review of current performance but also comparisons with previous periods, providing a clear view of progress over time. By leveraging these insights, managers can make informed decisions, identify areas for improvement, and strategically drive overall performance enhancements.

Streamlined Scoring with Evidence

The MiaRec platform revolutionizes agent evaluation by providing customizable options and a comprehensive score for each scoring criterion, along with supporting evidence to streamline the review process.

Auto QA ensures that all agents are assessed according to the same criteria, fostering consistency and fairness in performance evaluations, which is essential for effective training and development.

Reviewers also have the flexibility to override the AI-assisted scores if necessary, ensuring accuracy and relevance.

Auto QA Report

Experience MiaRec's Auto Scorecard

MiaRec Auto QA feature is leveraging the latest advancements in Generative AI and LLM technologies. Developed through extensive training on thousands of calls, providing contact centers with exceptional accuracy and flexibility, setting them apart from alternative automated solutions. Click below to start the interactive product walkthrough:
 

 

 

“Automated call quality evaluation score cards will replace hours of manpower currently spent by several team leads performing these call evaluations manually. It would also provide a truer agent performance rating since all calls are rated, not only the ones that are randomly selected.”
Victoria Johnston

Director, CX Operations

“MiaRec has assisted us in identifying key areas for quality growth opportunities, standardizing a grading metric, and most importantly has allowed us to extract insights effortlessly that were not possible before. A highly recommended AI solution for any Quality Assurance call center.”
Aldo Guzman

System QA Analyst & Data Reporting

Auto QA FAQs

Can we create our own QA forms/scorecards?

Yes, the MiaRec platform allows you to create your own QA forms. Here are the key features:

  • Customizable QA Forms: Tailor your QA forms to meet the specific needs of your contact center. Customize fields, criteria, and scoring to align with your quality assurance goals.
  • Prompt Designer/Auto QA Scorecard Designer: This tool lets you test and refine your QA scorecards using your own call data. The Prompt Designer is invaluable for:
    • Testing: Evaluate how well your scorecards perform with real data.
    • Refining: Make adjustments to improve accuracy and consistency.
    • Perfecting: Ensure your scorecards deliver the most reliable results.
Is there a limit to how many scorecards we can create?

No, there is no limit to the number of scorecards you can create within the MiaRec platform. However, please be aware of our Fair Use Pricing Policy, which can impact costs based on usage.

Does MiaRec help us with crafting scorecards?

Of course! Our team will work with you during your free trial to configure your scorecards. We're also always available to assist our clients with refining their scorecards to ensure they receive the specific results they desire.

What is the “Passing Threshold” on the scorecard?

The minimum amount of points an agent must score to pass a given evaluation.

Is there an “Auto-Fail” function?

You can design a scorecard that has “auto-fail” questions. You can configure a question on the scorecard with a specific weight so that if the agent does not score positively on this question, it results in an automatic failure of the evaluation.

How does Auto QA score questions that may be subjective in nature?

When creating subjective scorecard questions, MiaRec allows users add context to clarify the subjective elements.

Subjective Questions

 

Can you use multiple scorecards to analyze different calls, or is only one scorecard available for all calls?

MiaRec’s Auto QA allows you to use multiple scorecards based on specific call metadata. For example, you can set scorecard A for calls longer than 5 minutes and scorecard B for calls marked as "sales calls." This flexibility enables contact centers to create various scorecards and automatically apply the most suitable one to each call.

Multiple Scorecards

 

How can we verify the accuracy of the AI scoring?

The quickest and easiest way to verify if a question was scored correctly is by clicking the drop-down arrow on a completed QA evaluation. MiaRec’s AI Assistant will provide an explanation as to why any question was scored either a “Yes” or a “No.”

Score Accuracy

 

Can we use manual (software supported) scorecards with auto scorecards?

Yes, you can utilize manual evaluation forms in conjunction with MiaRec's automated scorecards. We typically see that organizations initially use automated scoring to identify calls with the lowest scores or sentiment ratings, which are then flagged for detailed human evaluation.

Can we translate manual scorecards to auto scorecards?

Yes, and we have a handy guide to show you exactly how to do so. Check out "The Ultimate Guide: Translate Your Manual Scorecards to Auto Scorecards" and be sure to reach out if you have any additional questions.

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See How Auto Scorecards Can Transform Your Organization

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