Evaluations

Rolling 30 days · click a card to filter, a row for the full breakdown

+ New evaluation

Tickets Done

128

▲ 12 vs prev

Avg Score

86.4%

▲ 2.1 pts

Critical

7

▲ 2

Coached

41

32% of evals

Needs Coaching

19

below 85%

Disputed

5

2 pending

All channelsChatCallTickets Any statusCoachedNeeds coachingCriticalDisputed Reset Export CSV

Agent	Ticket	Channel	Date	Score	Status

Analysis

Company target 85% · last 8 weeks

Last 8 weeksThis quarterThis month All channelsChatCallTickets

Avg score

86.4%

Critical rate

5.5%

Coached

32%

Open disputes

2

Score trend vs target

avg 86.4%

By channel

Most-failed criteria

% of fails

Coaching impact

avg +9 pts

Agent leaderboard

avg score

Insights

Ranked, period-over-period recommendations

Disputes

Agent → team lead → QA workflow

Agent	Ticket	Status	Submitted	Last update

Weekly QA rotation

Groups rotate evaluators automatically each week, with manual overrides

◀ This week · Sun 22 – Sat 28 Jun ▶

Rotation pool

QAs in the weekly cycle

Sample QA Scorecard · v1 · active

Dynamic & versioned — edit on a draft, publish, and past evaluations stay pinned to their version

Create draft Publish

New evaluation

Fill the ticket info, toggle the pills — the score updates live. Switch the channel to see items auto-mark N/A.

Live score

100%

On track

Errors

0

Critical

0

Submit evaluation

Team

Agents and team leads — fully managed in-app (add, edit, archive, reassign)

+ Add agent

Agent	Email	Team	Team lead	Status

Permissions

Editable page → role matrix. The app also enforces these checks server-side on every API route.

Page

First-run setup wizard

What a new self-hoster sees the first time they open the app. (Preview — buttons advance the steps.)

Targets

Company, team and agent goals — most-specific scope wins (agent → team → global)

Scope	Avg score target	Max critical rate	Min coached %

Access management

Per-tool roles for the Quality app — invite users and assign roles

agentteam_leadqa_evaluatoradmin Grant access

User	Role	Granted by

Role Types

Create or delete role types. Assign them in Access; control what each sees in Permissions.

Create role

Role	Key	Users	Type	Status

Settings

App configuration (the app_config table). Edit and save.

Audit log

Append-only record of every change — who did what, when

Time	Actor	Action	Entity	Change

Performance

Live API latency probes — endpoint response times and status