QA Pro Pack
Coaching workflows your team will actually use
No more spreadsheets and manual notes. KoeIQ integrates prioritised queue, agent-level trends, and calibration sessions into a single workflow that supervisors actually complete.
QA queue triage
Work the calls that matter most — in priority order
Calls that fail scoring, score below threshold, or trigger compliance exceptions are automatically added to the supervisor queue. No double-handling — each call is assigned to one reviewer.
- ✓Compliance violations flagged at the top
- ✓Configurable score threshold per team
- ✓Review-complete and coached status tracking
- ✓SLA timer (e.g. review within 24 hours)
Per-agent trend lines
See what's working — and what isn't
Track weekly scores, pass rates, and weakest criteria per agent. Measure whether a coaching intervention actually moved the needle.
Weekly score trends
Chart each agent's average weekly score. Spot upward and downward trends at a glance to time your interventions correctly.
Weakest criteria identification
Highlights the criteria where an agent consistently loses points — so coaching sessions focus on root causes rather than symptoms.
Team benchmarking
Rank agents within their team. Extract best practices from high performers and build training materials based on real calls.
Calibration
Align AI and human scoring with a gold set
Calibration is the process of periodically checking AI-to-human agreement using a gold set of manually scored calls. If agreement drops, the rubric is adjusted to re-align scoring.
- ✓Link gold-set calls to a rubric version
- ✓Automatic AI vs. human agreement calculation
- ✓Surface the criteria with the most disagreement
- ✓Calibration history tracked over time
Coaching notes
Notes that live on the call
Coaching notes are saved directly on the call record — not in a separate spreadsheet. Notify the agent, carry notes into the next 1:1, and track whether the action was completed.
See the supervisor dashboard in action
Our demo walks through the live QA queue, agent trend charts, and a coaching note workflow.