Skip to content Manual sampling misses the patterns that hurt CSAT. Konnect Insights evaluates every agent interaction — automatically scored, structured for coaching, and visible to every stakeholder who needs it.
You review 5 tickets per agent per week. The 95% you don't see is where the real problems live — the policy breaches, the rude tone, the missed escalations.
Different evaluators score the same conversation differently. Your QA data is unreliable — and agents know it. Disputes, frustration, no improvement.
Coaching notes sit in spreadsheets. Agents don't see them. Supervisors don't track them. The same mistakes repeat every week because no one closed the loop.
Real-time scores, agent performance, coaching status, and AI flags — all visible without opening a single spreadsheet.
Most QA tools are built for evaluators only. Konnect Insights serves the full quality loop — the assessor who scores, the agent who receives feedback, and the supervisor who ensures nothing falls through.
AI does the heavy lifting so your assessors can focus on judgment, context, and coaching — not reading 200-message threads.
Every interaction auto-scored against your defined criteria — empathy, resolution quality, policy adherence, response speed. Assessors review and refine, not start from scratch.
Conversation condensed to key moments, tone flags, and resolution outcome. Full context without reading every message.
Build forms with categories, criteria, weightage, and response types — Input, Scale, Scale with Text, or Auto Scale. Consistent scoring across every assessor.
Agents don't just receive scores — they see exactly where they lost points, can respond to coaching feedback, and track their improvement over time.
Every score is transparent. Agents see which criteria they scored well on, where they dropped points, and the assessor's coaching note — all in one clear view.
Agents can accept coaching feedback or raise a dispute if they disagree. Two-way accountability — not a one-way judgement.
Weekly score trends by criteria. Agents see their trajectory — what's improving, what needs work — so growth is visible and motivating.
Supervisors get a consolidated view of every assessment, every coaching note, and every agent's trajectory — so support happens before it's too late.
See every agent's scores, trends, and pending coaching actions in one consolidated view. No manual chasing.
Know who received feedback, who acknowledged it, and who is still pending. Close the loop before repeat mistakes happen.
Agents with declining scores or repeated low performance are flagged automatically — so coaching is proactive, not reactive.
| Agent | Avg Score | Trend | Coaching | Status |
|---|---|---|---|---|
| Priya R. | 74 | ↑ +6 | Pending | Review |
| Amit M. | 91 | ↑ +3 | Done | On Track |
| Sara K. | 58 | ↓ −8 | Overdue | ⚠ Flag |
| Raj J. | 82 | ↑ +1 | Done | On Track |
Traditional QA is slow, manual, and incomplete. Konnect AI+ scores every interaction, in every language, against your criteria — automatically. Your assessors focus on judgment, not volume.
Every customer interaction across every channel is automatically scored based on your quality standards — empathy, resolution, policy adherence, tone. In seconds, not hours.
Condenses lengthy conversations into short, actionable summaries — key moments, sentiment flags, resolution outcome. Full context in 30 seconds without reading every message.
Criteria that would take a human 10 minutes per ticket are scored objectively by AI — removing evaluator bias and making every score comparable and trustworthy.
Assess conversations in any language your team operates in — Arabic, Hindi, Thai, Spanish, Portuguese. No gaps, no blind spots across global operations.
AI flags interactions where agents deviate from policy, miss mandatory steps, or use non-compliant language — before it becomes a regulatory or CSAT problem.
AI surfaces quality patterns across agents, teams, channels, and time — identifying systemic training gaps that no manual sampling process would ever find.
Quality Assessment data doesn't stop at the team level. KRC pulls your QA scores, coaching trends, and compliance rates into executive intelligence — so leadership sees agent quality alongside brand health and CX performance. One picture. Every dimension.
Build your quality framework in minutes — no implementation needed.
AI scores automatically. Assessors review, refine, and coach.
Supervisors track. Teams learn. CSAT climbs.
| Capability | What it gives you | Who it serves | Outcome |
|---|---|---|---|
| AI-Powered Auto Scoring | Every interaction assessed against your criteria — empathy, resolution, compliance, tone | QA Team | 100% coverage, not 5% sampling |
| AI Conversation Summary | 30-second context — key moments, sentiment flags, resolution outcome, no full read | QA Team | 10× faster assessments |
| Custom Evaluation Forms | Categories, criteria, weightage, response types — built to your standards | All Roles | Consistent scoring, zero disputes |
| Auto Scale Scoring | AI scores objective criteria — no evaluator bias, no inconsistency | QA Team | Trustworthy, comparable scores |
| Agent Coaching Dashboard | Personal score breakdown, criteria detail, coaching notes — all visible to the agent | Agents | Feedback that actually lands |
| Accept / Challenge Workflow | Agents acknowledge or dispute feedback — creating a genuine two-way loop | Agents | Accountability without resentment |
| Personal Score Trends | Weekly trajectory by criteria — improvement is visible and motivating | Agents | Continuous self-improvement |
| Supervisor Team View | All agents, all scores, all coaching status in one consolidated dashboard | Supervisors | No blind spots across the team |
| Coaching Compliance Tracking | Who got feedback, who acknowledged, who is still pending — tracked automatically | Supervisors | Close the loop every time |
| Early Warning Flags | Declining scores or repeat low performance automatically flagged for proactive coaching | Supervisors | Intervene before CSAT is affected |
| Compliance Detection | AI flags policy breaches, missed steps, and non-compliant language in real time | All Roles | Risk eliminated at the source |
| KRC Integration | QA scores, coaching trends, and compliance rates flow into executive KRC reporting | Leadership | Quality visible at board level |
| 90+ Language Support | Assess conversations in any language — no gaps across global or multilingual teams | All Roles | Global coverage, zero blind spots |
Manual sampling meant 98% of agent interactions were never reviewed. Policy breaches and tone issues went undetected for weeks. CSAT was flat with no clear cause.
After deploying Konnect QA with AI scoring, the team moved to 100% coverage. Human assessors focused only on AI-flagged interactions. Quality issues surfaced in days, not months.
CSAT up 14 points in 90 days. Policy breach rate dropped 68%. QA team capacity freed by 60%.
Inconsistent scoring between evaluators was causing agent disputes and eroding trust in the entire QA process. Agents felt unfairly assessed. Supervisors had no way to arbitrate.
Custom weighted evaluation forms and AI Auto Scale scoring standardised every criteria across all evaluators — the same conversation gets the same score, regardless of who assesses it.
Agent scoring disputes dropped to near zero. QA trust score among agents rose from 42% to 89%.
A batch of new agents were handling refund queries without consistently following the escalation policy. Managers only discovered the problem when customers escalated on social media.
AI compliance detection flagged non-compliant conversations same-day. Supervisors triggered coaching sessions immediately. The coaching workflow tracked acknowledgement and improvement in real time.
Refund policy compliance improved from 61% to 94% in 6 weeks. Zero social media escalations from the issue.
See how Konnect Insights' Quality Assessment module gives your team 100% coverage, consistent scoring, and a coaching loop that actually closes.
Unify every customer conversation into one intelligent inbox across all channels.
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Real-time, customisable dashboards built for every stakeholder from agent to CEO.