Starter · Part of Quality Assurance
Agent QA portal
Each agent has a personal QA portal — every evaluation against their interactions, with score, pass / fail outcome, dispute window, and acknowledgement state. Submitted evaluations only; drafts stay invisible until the evaluator publishes them.
For the operator
Open this after every shift. The score tile tells you where you stand for the period; the activity feed tells you which interactions got evaluated. Click into a specific eval to see section-by-section scoring, evaluator comments, and the coaching topics it triggered. If you think a score is wrong, you have a fixed dispute window — usually 48 hours — to raise it; the dispute lands in the evaluator's queue and the original evaluator must respond. Once you acknowledge an eval, it's recorded as part of your audit history.
Business impact
Eliminates the "I never saw that score" failure mode that breaks calibration in legacy QA tools. Every published eval is visible to the agent within minutes; every dispute follows a documented workflow rather than an emotional Slack message. Tenants that have moved their entire QA program onto this surface report fewer grievance escalations, faster coaching-conversation starts (the agent has already seen the eval before the 1-on-1), and ~25% higher dispute-resolution closure rate within SLA — because both parties have the same data in front of them.