Quality Management | Expertflow CX

ExpertFlow Quality Management is designed to help Contact Centres monitor, evaluate, and enhance human agent performance across all interaction channels (voice, chat, email, etc.). The solution provides a comprehensive suite of tools to establish clear performance criteria, empowering management to determine if an agent has successfully met specific organizational standards.

As a Quality Manager, you can search across conversations based on several different search criteria, e.g., specific agents/teams, wrap-ups, etc, create evaluation jobs based on custom-designed questionnaires, and assign (set deadlines with reminder notifications) them to Evaluators.

As an Evaluator, you can evaluate agent interactions in the assigned conversations and scores them accordingly.

To ensure oversight, a Quality Admin can configure Quality Management notification delivery and thresholds. Manage how low-scoring evaluation alerts are sent to Quality Managers, Evaluators, and Agents: either in real-time for individual reviews or as bulk summaries at set intervals, accessible via a dedicated configuration tab.

The solution offers data-driven insights through reports such as Evaluation Volume, Team Comparison, Agent & Team Leaderboard, Evaluator Comparison, and Skills Assessment.

AI-Driven Quality Management

Traditional Quality Assurance (QA) is often hampered by manual processes that are resource-intensive and limited to small interaction samples. This sampling gap can lead to inconsistent scoring, delayed feedback, and an incomplete view of agent performance.

The Expertflow AI-Driven Quality Management eliminates these bottlenecks by providing automated, objective evaluations for 100% of customer interactions. By leveraging advanced AI, organizations can ensure comprehensive coverage and scalable performance monitoring.

Operational Modes

The system offers two flexible modes to balance automation with human oversight:

Full Automation: The AI engine automatically evaluates and scores every closed interaction, providing a total view of compliance and performance.
Hybrid Mode: Allows for a collaborative approach by distributing evaluations between AI and human reviewers based on a defined percentage.

How it Works

The AI engine analyses interaction data (e.g., transcript, metadata) and automatically scores conversations against your specific, pre-configured evaluation forms. This ensures that every interaction is judged against the same objective standards, removing human bias and significantly reducing the manual workload of the QA team. the interaction based on the configured evaluation form. This ensures consistent, scalable scoring and reduces the manual workload associated with traditional QA.

The AI engine currently supports high-accuracy analysis for English and Arabic (Egyptian dialect).

Evaluation Forms

At the heart of Expertflow QM solution is a flexible and intuitive Form Builder, which allows organizations to translate their unique quality standards into measurable data. Evaluation forms are fully customizable, ensuring that whether you are measuring technical compliance, soft skills, or sales effectiveness, the criteria remain aligned with your business goals. The Form Builder supports a wide range of question types—including dropdowns, multiple choice, rating scales, and text inputs—along with configurable weight assignments at form, section, and question level. Built-in checks ensure that total weights are correctly distributed and sum to 100% where required.

Dynamic Form Structure

By supporting hierarchical questionnaire design, the module allows you to break down evaluations into specific categories for deeper insights into agent performance.

Multi-Section Layouts: Group related questions into logical sections (e.g., "Greeting," "Problem Solving," "Compliance") to provide structured feedback.
Variable Question Types: Choose from a variety of input formats, including Multiple Choice Questions (MCQs), Rating Scales (1–5 or 1–10), and Open-Ended Text fields for qualitative comments.
Weighting & Scoring Logic: Assign relative importance to different sections or individual questions. This ensures that critical compliance items carry more weight in the final score than secondary soft skills.

Submitted Evaluation & Performance Visibility

Once a Quality Management (QM) questionnaire is submitted, it serves as a permanent record of performance. The Expertflow platform provides a rich, interactive view of these submitted evaluations with rich UI components tailored to the specific question type, ensuring that feedback is visually clear for Quality Managers.

The Total Form Score is prominently displayed at the top of the view. To maintain a clean interface while providing deep context, an Info Icon (i) is situated next to the score which provides a Metadata Summary containing, Agent Evaluated and Evaluator.

Conversation Explorer

The Conversation Explorer is the central hub for interaction oversight within Expertflow QM. It allows Quality Managers to navigate through vast amounts of interaction data across all channels (Voice, Chat, Email) to identify high-value conversations for review.

Advanced Search & Filtering

By applying granular filters, quality teams can move away from random sampling to focus on "moments of truth" by prioritizing interactions based on Date & Time, Agent(s) & Team(s), Direction, Wrap-up codes, Duration, Channels and Customer.

The Channel and Customer Identifier filters enable you to identify performance gaps across Voice, Chat, and Email, while making it possible to track a single customer’s journey across multiple touchpoints.

Detailed Interaction Metadata

The Conversation List table provides a comprehensive snapshot of every interaction, allowing for quick "at-a-glance" triage before diving into a full review. Key data points include:

Column	Description
Direction	Visual indicator of the interaction type (Inbound/Outbound).
Date & Time	The exact date and time the interaction was initiated.
Duration	The total handling time of the conversaion.
From and To	Identifies participants based on the direction of the interaction.
Agent(s)	Lists the agents involved in the conversation.
Team(s)	The name(s) of the teams of agent(s) involved.
Reviews	Displays review scores, if evaluations have been conducted.
Wrap-ups/ Dispositions	Shows the Wrap-up codes assigned by the agent at the end of the session.

Conversation View

The Conversation View provides a unified, structured interface for accessing complete interaction histories. By consolidating conversation activities and metadata into a single pane, it enables Quality Managers and Evaluators to perform deep-dive reviews and complete assessments with full contextual awareness.

The Conversation View is channel-agnostic. While it supports all Expertflow CX channels, the current version is fully optimized and QA-certified for WebChat, Voice (Cisco UCCE), and Email.

Review Scheduler

Details on 1. Schedular and 2. Reviews screen as tracker in one section, with links going to the user guide sections

The Review Scheduler empowers Quality Managers to automate the evaluation process through highly configurable rules. Schedules can be created based on agent groups, interaction metadata (such as call duration, wrap-up codes, or direction), and linked evaluation forms. Managers can assign reviewers, define deadlines, and configure automated reminders to ensure timely completion. Recurring schedules automatically assign new conversations that meet selected criteriastreamlining the QA process and reducing manual workload.

Automated Selection: Create one-time or recurring schedules that automatically pull conversations based on specific metadata.
Targeted Assignments: Link specific evaluation forms and assign designated reviewers to ensure the right people are grading the right interactions.
Accountability Tools: Set hard deadlines and automated reminders to maintain a high completion rate across your QA team.

Review Tracker

The Review Tracker serves as a centralized command center for managing the end-to-end evaluation lifecycle. By providing a role-based workspace, it ensures that Quality Managers maintain high-level oversight while Evaluators remain focused on their specific assignments.

It allows for filtering, tracking, and initiating reviews directly from one place. By utilizing Advanced Filtering, Quality Managers can instantly isolate reviews based on Status or Evaluation Score to identify coaching opportunities. The Integrated "Start Review" Workflow provides a side-by-side workspace for simultaneous interaction analysis and scoring, while Personalized Views (such as the “Assigned to Me” toggle) allow Evaluators to filter out noise and focus strictly on their immediate responsibilities.

Role-Based Workspaces

To streamline the user experience, the interface dynamically adjusts based on the user's permissions:

Quality Managers: Gain a comprehensive "birds-eye view" of all team evaluations. Managers can track progress across the entire organization, monitor evaluator workloads, and audit final scores to ensure calibration and consistency.
Evaluators: A focused, "distraction-free" view containing only assigned tasks. This view prioritizes upcoming deadlines and pending evaluations to ensure timely completion.

Monitoring & Metadata

The tracker displays key data points to help users prioritize their workflow at a glance:

Field	Description
Status	Real-time tracking: Pending, In Progress, or Completed.
Due Date	Clear visibility of deadlines to prevent backlogs.
Evaluation Form	Identifies the specific scorecard applied to the interaction.
Agent / Reviewer	Identifies who is being evaluated and who is conducting the review.
Score	The final outcome, visible immediately upon submission for quick analysis.

🖥️ Unified Evaluation Workspace

To maximize productivity, the workspace uses a split-screen layout. The interaction history including chat transcripts, email threads, and voice recordings occupies the main workspace while the Evaluation Form remains anchored on the right. Evaluators scroll through transcripts or listen to audio while simultaneously filling out the form. This eliminates the need to toggle between different tabs or windows.

Real-Time Performance Alerts

Define the performance threshold that triggers alerts for low-scoring evaluations. This ensures that Quality Managers are promptly notified of conversations requiring immediate attention. The business can manage low-scoring evaluation alerts, sent to Quality Managers, either in real-time for individual reviews or as bulk summaries at set intervals. All alert settings can be managed through a dedicated configuration tab, offering flexibility and control over notification preferences.

Instant Performance Feedback for Agents

This feature provides agents with immediate visibility into their performance directly within the Agent Desk. When a conversation evaluation falls below a configurable score threshold, the system triggers an instant notification to ensure the agent is informed of low-scoring interactions in real-time. Instead of waiting for a manual coaching session, agents can simply click the notification for instant access to the specific conversation.

Currently, the notification directs the agent to the conversation view to review the interaction. Direct visibility into the detailed evaluation questionnaire and specific question-level scores is part of our upcoming Roadmap, which will further integrate detailed evaluator feedback into the agent's workflow.

Audit Logging & Compliance

Expertflow Quality Management maintains a comprehensive audit trail to ensure operational transparency and data integrity. Every significant interaction, whether it is a configuration change by an administrator or a review submission by an evaluator, is captured in real-time to support internal security policies and external compliance audits.

Quality Management audit logs are integrated into the Centralized Audit Logging Capability across the Expertflow CX platform. This ensures that QM events are unified with broader system activities, providing a single source of truth for security teams and a standardized format for cross-platform auditing.

Traceable Actions

The system automatically generates an audit entry for the following activities:

Review Management: Full tracking of the lifecycle of a Review, including creation, updates, state changes (e.g., from Draft to Submitted), and deletions.hanges within the QM Admin panel to maintain a record of system-wide setting adjustments.
Schedule Management: Monitoring of all changes made to evaluation schedules.
System Configuration: Recording all administrative changes within the QM Admin panel to maintain a record of system-wide setting adjustments.

Data Points Captured

Each log entry provides a granular view of the "Who, What, When, and Where" of an action.

Field	Business Purpose
User Identity	Records both the `userId` and `userName` for clear accountability.
Action Type	Categorizes the event (CREATE, UPDATE, DELETE) to identify the nature of the change.
Resource Details	Pinpoints exactly which item was affected (e.g., a specific Team or Schedule ID).
Origin IP	Logs the source IP address to verify the location and security of the request.
Contextual Data	Captures the specific data changes (e.g., updated names or settings) for historical comparison.

Audit Log Dashboard

To provide stakeholders with an intuitive and powerful way to monitor system activity, the Audit Log Dashboard leverages the OpenSearch framework. This enables real-time search, complex filtering, and visual analytics for all Quality Management activities.

Reports

Expertflow Quality Management provides comprehensive reporting tools to help supervisors and stakeholders transform raw evaluation data into actionable business intelligence. Through a combination of visual trends and detailed tabular data, management can monitor operational health, identify coaching opportunities, and ensure that quality standards are consistently met.

Evaluation Volume: Tracks the lifecycle of reviews (Planned, In Progress, Completed) over time to monitor workflow productivity and target attainment.
Skills Assessment: Measures agent and team performance against specific evaluation forms to identify core strengths and targeted skill gaps.
Evaluator Comparison: Compares how different evaluators score the same interaction, ensuring scoring alignment and calibration across the QM team.
Team Comparison: Analyzes performance trends across multiple teams, with the ability to drill down into specific question groups or individual metrics.
Agent & Team Leaderboard: Ranks performance based on average scores and review volume, providing a clear view of top performers and coaching needs.

Cisco Integration

QM integrates with Cisco (UCCE) to create conversations (with their relevant activities/ recordings) for calls handled on Cisco Finesse and exposes APIs for other third-party Contact Centres.