> ## Documentation Index
> Fetch the complete documentation index at: https://docs.recepta.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Quality Assurance System

> Call quality monitoring, scoring, and review management features

## Overview

The platform includes a comprehensive Quality Assurance (QA) system for monitoring and evaluating call quality with detailed scoring and review capabilities.

## QA Scoring System

### Scoring Criteria

Based on the platform implementation, QA reviews use a 1-10 point scoring system across multiple criteria:

* **Communication**: Clarity and effectiveness of communication
* **Accuracy**: Correctness of information provided
* **Professionalism**: Professional conduct and courtesy during calls

### Overall Quality Score

* **Composite Scoring**: Combination of all criteria scores
* **Performance Tracking**: Historical quality trends and improvements
* **Benchmark Comparison**: Compare performance against standards

## Review Management

### Review Status Workflow

The system tracks reviews through different states:

* **Pending**: Reviews awaiting evaluation
* **In Review**: Currently being assessed
* **Completed**: Finished evaluations
* **Flagged**: Reviews requiring attention or follow-up

### Review Operations

* **Create Reviews**: Generate QA reviews for specific calls
* **Update Reviews**: Modify existing review scores and feedback
* **Status Management**: Track review progress and workflow
* **Quality Tracking**: Monitor review completion and quality metrics

## QA Analytics

### Performance Metrics

The system provides analytics for quality assurance:

* **Average Scores**: Overall quality performance across all criteria
* **Score Distribution**: Breakdown of scores by criteria and time period
* **Review Status**: Summary of review workflow states
* **Quality Trends**: Historical performance data and improvement tracking

### Reporting Features

* **Quality Dashboards**: Visual representation of QA metrics
* **Performance Reports**: Detailed analysis of call quality
* **Trend Analysis**: Quality improvement or decline patterns
* **Comparative Analysis**: Performance across different agents or time periods

## Review Interface

### Review Creation

* **Call Selection**: Choose specific calls for quality review
* **Criteria Evaluation**: Score calls across communication, accuracy, and professionalism
* **Feedback System**: Add detailed comments and improvement suggestions
* **Status Assignment**: Set appropriate review status

### Review Management Dashboard

* **Review Listing**: View all reviews with filtering and search capabilities
* **Status Tracking**: Monitor review workflow and completion
* **Performance Overview**: Quick access to quality metrics and trends
* **Action Items**: Identify reviews requiring attention or follow-up

## Integration with Call System

### Automatic Review Generation

* **Call-Based Reviews**: QA reviews can be generated for any recorded call
* **Review Linking**: Reviews are connected to specific call records
* **Data Integration**: QA scores integrate with overall call analytics

### Performance Impact

* **Agent Evaluation**: QA scores contribute to agent performance metrics
* **Quality Monitoring**: Ongoing assessment of service quality
* **Improvement Tracking**: Monitor effectiveness of quality improvement initiatives