Quality Review & Assurance
Audits help your team review real conversations and score quality. They are designed to build confidence before and after launch.
Where to run audits
Open Audit from the sidebar. When you start a new audit, you can set:
- A time range.
- A target type (Conversations or Tickets).
- Filters such as topic, intent, channel, agent, or resolution.
Audits can be random for broad coverage or filtered to focus on a specific issue type.
What gets scored
Audits use rubrics made up of metrics. Common metrics include:
- Accuracy
- Clarity
- Tone
- Internal CSAT
- Customer effort
- Resolution quality
You can create or edit rubrics in Settings -> Workspace -> Audit. Rubrics can apply to conversations, tickets, or both depending on your needs.
A simple weekly workflow
- Start a weekly audit and use the recommended sample size.
- Score conversations with your rubric.
- Review audit analytics to spot trends.
- Update Responses or Workflows, then re-audit the next week.
Keep results visible to the team so improvements are shared across support and operations.
Tips for higher quality audits
- Focus on high-volume topics first.
- Use consistent scoring criteria across auditors.
- Track repeated issues as candidates for new Responses or Workflows.
Next steps
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