Agent Quality - Beta Release - Week of Apr 20,2026
April 20th, 2026 by Deepali Sawant
Overview
This Beta release introduces the first version of Agent Quality, focused on AI-driven interaction evaluation and insights.
It provides foundational capabilities to process transcripts, evaluate agent performance, and generate insights at both interaction and team levels.
Scope of Beta Release
Interaction Ingestion & Processing
- Manual upload of transcripts
- AI-based processing of uploaded interactions
- Batch processing (not real-time)
Automated Evaluation
- Evaluation of 100% of uploaded interactions
- GenAI-based analysis for consistent assessments
- Standardized evaluation across conversations
Interaction Insights
- Call summary and contact reason
- Customer sentiment analysis
- Full transcript visibility
Agent Insights & Performance
- Agent strengths and improvement areas
- Skill-level assessment:
- Empathy
- Communication
- Resolution
- Agent-level performance view
- Identification of top performers
Out of Scope for Beta
- QA scoring rubric
- Real-time or automated ingestion
- Dynamic training recommendations
- Advanced customization of evaluation criteria
Summary
This Beta establishes the core foundation of Agent Quality, enabling automated evaluation and visibility into performance, while advanced capabilities will be introduced in future releases.