Voice QA
Voice QA is FineGuide's AI-powered call center quality assurance module. It automatically evaluates phone conversations to help teams improve customer service quality and agent performance.
Overview
Traditional quality assurance evaluates only 1-3% of calls through random sampling. Voice QA evaluates 100% of your conversations using AI, providing complete coverage and objective, consistent scoring.
What Voice QA Does
- Transcribes calls — Converts voice recordings to searchable text in 30+ languages
- Evaluates automatically — AI scores every call against your custom rules
- Tracks performance — Monitor agents, teams, and trends over time
- Identifies training needs — Spot patterns and improvement opportunities
- Ensures consistency — Same standards applied objectively to every call
Pricing
Voice QA uses simple, predictable pricing:
| Operation | Cost |
|---|---|
| Audio Analysis | 12 credits per minute |
This includes transcription, AI evaluation, and all analytics.
Module Structure
Voice QA is organized into six main tabs:
| Tab | Purpose | Learn More |
|---|---|---|
| Statistics | Dashboard with performance metrics and trends | Statistics |
| Conversations | Upload, view, and evaluate call recordings | Conversations → |
| Departments | Configure teams with custom evaluation rules | Departments → |
| Staff | Track agent performance and metrics | Staff → |
| Clients | Manage customer profiles and interaction history | Clients → |
| Integration | Connect phone systems for automatic upload | Integration → |
Getting Started
Step 1: Create a Department
Departments represent teams with specific evaluation criteria.
- Navigate to Voice QA → Departments
- Click Add Department
- Enter name, description, and scoring type
- Learn more about Departments →
Step 2: Define Evaluation Rules
Rules are the criteria agents are evaluated against.
- Open your department
- Go to Rules section
- Add rules with names, descriptions, and weights
- Organize rules into categories
Step 3: Add Staff Members
- Go to Voice QA → Staff
- Click Add Agent
- Assign to department(s)
- Learn more about Staff →
Step 4: Upload or Connect
Option A: Manual Upload
- Go to Voice QA → Conversations
- Click Upload and select audio files
- Assign to department and agent
Option B: Automatic Integration
- Go to Voice QA → Integration
- Connect your phone system
- Calls flow in automatically
- Learn more about Integration →
Step 5: Review Evaluations
Once processed, each conversation shows:
- Overall score percentage
- Customer sentiment analysis
- Full transcript with speaker identification
- Rule-by-rule breakdown with evidence
Statistics Dashboard
The Statistics tab provides high-level performance metrics at a glance.
Key Metrics
| Metric | Description |
|---|---|
| Avg. Minutes Recorded Monthly | Typical call volume |
| Credits Used Current Month | Actual credit consumption |
| Minutes Evaluated | Calls that have been reviewed |
| Minutes Recorded | Total recordings available |
Date Range Filtering
- Click the date range selector in the top-right
- Choose preset ranges (Last 7 days, Last 30 days, etc.) or custom dates
- Click Apply to update all metrics
Performance Trends
View charts showing:
- Score trends over time
- Volume patterns
- Department comparisons
Scoring Methods
Voice QA supports two scoring approaches:
Flat Scoring
All rules weighted equally.
Score = (Passed Rules / Total Applicable Rules) × 100%Example: 8 passed out of 10 = 80%
Weighted Scoring
Rules have different point values based on importance.
Score = (Sum of Passed Rule Weights / Sum of Applicable Rule Weights) × 100%Example:
| Rule | Weight | Result |
|---|---|---|
| Greeting | 5 | Passed (+5) |
| Resolution | 20 | Passed (+20) |
| Upsell | 10 | Failed (+0) |
| Closing | 5 | Passed (+5) |
Score = 30/40 = 75%
Score Interpretation
| Score Range | Level | Recommended Action |
|---|---|---|
| 90-100% | Excellent | Recognize and share best practices |
| 75-89% | Good | Minor coaching on specific areas |
| 60-74% | Average | Targeted training needed |
| Below 60% | Needs Improvement | Intensive coaching required |
Best Practices
Creating Effective Rules
- Be specific — "Used customer's name at least twice" not "Was friendly"
- Be measurable — Clear pass/fail criteria
- Be relevant — Align with department goals
- Keep manageable — 10-15 rules maximum per department
- Review regularly — Update as standards evolve
For Managers
- Review trends, not just individual scores
- Celebrate wins and recognize high performers
- Coach using specific examples from recordings
- Update rules based on business changes
For Agents
- Review feedback after each evaluation
- Ask questions about unclear expectations
- Track your own score trends
- Practice on identified weak areas
Next Steps
- Departments → — Configure evaluation rules
- Conversations → — Manage recordings
- Staff → — Track agent performance
- Clients → — Customer profiles
- Integration → — Connect phone systems
- Agent Training Guide → — Detailed evaluator training