100%
Of cases, not 1–2%
Case Quality Evaluation
The call passed.
The case failed.
A customer's problem crosses many agents, channels and days. Whole-Case QA scores that entire journey as one connected case, not a pile of disconnected calls, and tells you whether the issue was truly resolved.
Voice · Chat ·
Email
One journey
AI scores,
humans decide
Every verdict explained
The problem
You hear 1–2%.
You miss the other
98%.
QA teams review interactions by hand, so they sample 1–2% and hope the rest are fine. And the few they do check are judged one call at a time, in isolation.
So the moment that actually decides whether a customer stays or leaves—the messy handoff between agents, the promise made on a call and dropped in an email—is exactly the moment nobody scores.
reviewed today (1–2%)
never heard (98%)
What it costs to leave unsolved
The damage hides in
the gaps you never review.
Churn you
can't explain
Every agent passed the customer still left.
Revenue left
on the table
Missed upsells and fixable failures, invisible at scale.
Compliance
blind spots
A missed disclosure in one channel goes undetected.
Feedback that
arrives late
Coaching takes weeks the same mistakes repeat.
Old way vs new way
Call-by-call QA asks “how did the agent score?” Whole-case QA asks “was the customer’s problem solved?”
| The question | × Traditional call-by-call QA | ✓ Whole-case QA |
|---|---|---|
| WHAT’S JUDGED | ×One call, on its own | ✓The whole case every agent & channel |
| COVERAGE | ×1–2%, sampled by hand | ✓100%, scored automatically |
| HANDOFFS BETWEEN AGENTS | ×Invisible | ✓Scored—you see where it broke |
| CHANNELS | ×Voice only, usually | ✓Voice, WhatsApp & email in one journey |
| BEHIND EVERY SCORE | ×Trust the reviewer | ✓The exact moment, cited & playable |
| SPEED | ×Days to weeks | ✓Minutes after the case closes |
| FINAL SAY | ×Reviewer, alone & subjective | ✓AI scores; humans confirm or override |
Case Quality Evaluation
One case. Sliced by
agent. Judged as one story
The unit we score is the case × agent slice: one agent’s handling of one case. Stitch every slice back together and the whole journey reads end to end.
Agent A
Takes the refund request, promises a callback within 24h.
Slice passed
Agent B
Answers a chase message but never logs the promised callback.
2 findings
Agent C
Blind-transfers the case to another team with no context.
Auto-fail
Agent D
Apologises, but the refund still hasn’t been processed.
1 findingCASE VERDICT
Unresolved
3 of 4 agents “passed” in isolation.
Old QA would score Agent A and move on. Whole-Case QA catches the dropped promise, lost context and refund that never happened.
The rubric
Four lenses. 41 checks.
Every slice.
Each slice is graded point-by-point against a configurable rubric — built on your SOPs, not a generic template.
PILLAR 01
Case Flow
- Greeting✓
- Probing✓
- Recap issue✓
- Assure help✓
- Closing✓
PILLAR 02
Customer Experience
- Empathy✓
- Reply time✓
- PoliteAF
- No negativesAF
- Uses name✓
PILLAR 03
Process Compliance
- No late closeAF
- No blind transferAF
- Verification✓
- Disclosures✓
PILLAR 04
Knowledge & Resolution
- Correct answer✓
- First-time fixAF
- Resolution confirmed✓
AUTO-FAIL
Some misses are unforgivable. A missed identity check, a missing disclosure or a leaked data point overrides everything else — the slice fails no matter how well the rest of it went. There's no “good” rating on a broken case.
How it works
From raw case to reviewed verdict,
in six steps.
It plugs into the systems you already run—Salesforce, Genesys, Infobip—and does the heavy lifting before a human ever looks.
1. Ingest
Pulls resolved cases and interactions from your stack.
Salesforce · Genesys · Infobip2. Transcribe
Turns every call and chat into searchable text.
ASR · voice + chat3. Slice
Splits the case into one slice per agent.
case × agent4. Score
Grades each check pass/fail; auto-fail zeroes the slice.
rules + QMT on any miss5. Explain
Attaches its reasoning and the exact evidence.
one-click to source6. Review
Your team confirms, corrects or overrides—final say stays human.
HITL · feeds back to improve
02:14
AI REASONING
AUTO-FAIL · blind transfer
Explainable by design
AI scores.
Humans decide.
No black box. Every verdict opens with its evidence on the left and the AI’s reasoning on the right—the transcript, chat or audio, one click away.
Reviewers confirm what’s right, correct what’s wrong, and override anything. Each correction is recorded and quietly sharpens the model for next time.
AI Speed
Human Judgment
Trusted Results
Proven in production
Live where cases
get complicated.
Running today inside a live enterprise travel operation—evaluating voice, WhatsApp and email across multiple teams and products, every verdict human-reviewed.
0
Rubric checks
0
Cases / day
evaluable
0
Channels, one
case
0
Human final
say
BEYOND A SCORECARD
From "how did the agent score?"
to "where did the case break, and why?"
Read as one journey, a case stops being a grade and becomes a map: the exact handoff that failed, the promise that slipped, the fix worth making.
See it on your data
Bring your ugliest case.
We’ll score the whole
thing.
Pick one real case that went sideways across a few agents and channels. We’ll show you exactly where it broke and what a resolved version looks like.