Grading calls
The QA view lets you review calls against consistent criteria rather than by gut feel. Grade a sample regularly — twenty calls a week beats a hundred once a quarter, because you catch problems while they’re still small. What to look for:Accuracy
Did the agent state prices, hours, and policies correctly? Any factual error is a knowledge-base defect, and it’s being repeated on every similar call.
Completeness
Did it collect everything needed to dispatch the job? A booking missing an access detail costs a phone call later.
Outcome
Did the call end somewhere — booked, transferred, or a message taken? Calls that just end are the ones to study.
Judgment
Did it escalate what should have been escalated, and handle what it should have handled?
Learnings
When review surfaces a correction — a wrong price, a missing answer, a question that should have been asked — capture it as a learning rather than fixing it in your head and moving on. Learnings are tracked with their source and status, so you can see what came from a real call, what’s been applied, and what’s still outstanding. That record is what stops the same issue resurfacing three months later.1
Capture the correction during review
Note what the agent said and what it should have said. Specifics, not “be better on pricing”.
2
Apply it to the right input
Wrong fact → knowledge base. Missing question → caller types. Wrong escalation → transfer rules.
3
Verify on a live call
Call in and reproduce the scenario. Don’t mark it done because you edited a field.