Auto QA FAQs
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.
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.
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.
The minimum amount of points an agent must score to pass a given evaluation.
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.
When creating subjective scorecard questions, MiaRec allows users add context to clarify the subjective elements.
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.
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.”
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.
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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