QA Scorecards & Call Reviews
Useful quality assurance connects clear review criteria with specific coaching. Prajñā supplies reference material and scenarios; Advaya’s HR workspace provides the quality-review workflow.
Advaya’s HR workspace already supports scorecards, call recordings, transcript review, calculated audit scores and coaching. These are HR workspace capabilities, separate from the Prajñā knowledge-base subscription.
Reviewers choose the audit scores and decide what the evidence means. Automatic arithmetic and transcript phrase checks do not mean every call is automatically scored by AI, and they are not a compliance determination.
Consistent scorecards
Use weighted parameters and clear criteria to review calls, chats, emails or tickets. Calculated totals help reviewers apply a rubric consistently; publishing fixes the audit score for the review workflow.
Recordings and transcript review
The HR workflow can attach recordings, accept transcript text and provide optional local speech recognition. Configured phrase checks highlight passages for a reviewer to inspect. Transcription quality and speaker attribution still need checking.
Coaching and disputes
Record concrete examples, explain the expected handling and agree on a coaching action. Published audits can be disputed and reviewed through the HR workflow rather than silently rewriting a score.
Connect the review to training
When a review reveals a knowledge gap, use the relevant Prajñā source and a fictional call scenario for practice. Access to each product follows the company’s enabled products, plan and role.
Frequently asked questions
Where are Advaya’s quality-review tools available?
Scorecards, recordings, transcript review, calculated scores and coaching are available in the Advaya HR workspace. Prajñā provides the reference library and training scenarios; HR access is managed separately.
Does Advaya automatically score every call with AI?
No such coverage is promised. The implemented workflow uses reviewer-entered scores, automatic score calculations and optional transcript tools. Reviewers remain responsible for assessing the evidence.
Can we review a transcript?
The HR quality workflow supports transcript text and optional local speech recognition. Check the transcript against the recording, particularly names, numbers and who said each line.
Does an automated phrase check prove a compliance violation?
No. A phrase match highlights something to review. Context, applicable rules and client policy must be assessed by an appropriate reviewer.
Is QA included in a knowledge-base subscription?
HR quality tools belong to the HR workspace. Knowledge-base plans provide the library and their stated customization permissions; companies can enable one product or both.
Bring this into your operation
Explore related reference material and fictional practice scenarios inside the Prajñā knowledge base. See pricing, explore the collections and healthcare BPO libraries, or talk to us about a portal for your team.