IFS Loops: Auto QA Digital Worker

Most interactions are never scored. The ones that fail usually surface through a complaint.

Manual review reaches only a small sample of contact center interactions, so most of the volume is never scored. Critical rubric failures surface days or weeks later, often through a complaint rather than a review. Coaching runs off a sample that may not represent the agent's work, on a monthly or quarterly cadence, and team lead time goes to selecting cases and writing reports instead of developing agents. Knowledge gaps keep causing failures until an escalation finally exposes them. The IFS Loops Auto QA Digital Worker scores every interaction instead.

Auto QA fires when a resolved interaction closes in the CRM, retrieves the transcript, case summary, and outcome, and scores it against your configured rubric. It writes composite and per-dimension scores back to the interaction record, and flags a critical failure on any single dimension regardless of the composite, alerting the quality manager in Microsoft Teams the same day. Coaching signals aggregate by agent into a ranked priority summary for the team lead, and knowledge failures go back as structured gap signals. It never touches an agent record: every performance decision stays with the team lead.

This datasheet explains how Auto QA replaces the manual sample with full coverage, makes coaching specific to the case and the dimension, and turns quality failures into knowledge improvements, with every score, alert, and signal logged.

Download the datasheet to see how each interaction is scored, where failures are escalated, and which decisions stay with your team leads.