On Enterprise, Agent quality (QA) reviews human-agent replies after a live-chat session is resolved. Use the report to investigate responses and guide coaching alongside the original exchange.
Before you begin
AutoQA is included in Enterprise. You need reporting access and eligible conversations with actual agent replies.
Step by step
- Open Analytics → Live chat and choose the relevant date range.
- Find Agent quality (QA). QA runs automatically when agents resolve live-chat sessions.
- Read the available results alongside the original conversation. The panel describes AI grading of human-agent replies, not a substitute for a manager’s judgment.
- If the panel is empty, check for resolved sessions containing agent replies in the selected period.
- Use the findings to agree on an improvement to the response, guidance, or follow-up, and check later examples to see whether the issue repeats.
What to check
Your team connects an automated review to a concrete service improvement. Read the result labels and explanations in your workspace, then check the source conversation before making a coaching decision.
Need to troubleshoot?
No QA data appears
Verify Enterprise access, the selected range, and whether eligible human-agent sessions were resolved.
A grade needs interpretation
Check the source messages and your organization’s quality expectations before making a performance decision.