Weighted Quality
74%
Rubric-weighted
Need Attention
1
In Training
2
Improved (30d)
2
Quality Hub
Rubric-weighted scores across the five categories your QA team grades. Lowest score = where to invest coaching this week.
Rubric Breakdown
Period over period · last 7d vs prior 7dBrand Guidelines
Weight 15%
84%
+3142 calls below threshold
Compliance
Weight 25%
71%
-4318 calls below threshold
Objection Handling
Weight 25%
64%
+2412 calls below threshold
Customer Satisfaction
Weight 20%
78%
+2207 calls below threshold
Product Knowledge
Weight 15%
81%
+1168 calls below threshold
Training & Performance
Coaching pipeline · move callers across stagesNeed Attention
1Sneha Patil
Health
69.8
3 compliance misses in 7 days · CQS trending down
2d in stage
In Training
2Rahul Verma
Insurance
74.2
Coaching: Medical-test objection rebuttal
5d in stage
Asha Naik
Personal Loan
67.1
Onboarding cohort — week 2
12d in stage
Retrained & Improved
2Vikram Joshi
Personal Loan
82.5
+7.4 CQS after closure coaching
4d in stage
Ananya Sharma
Personal Loan
88.4
+5.1 CQS after next-step booking drill
9d in stage
Removed
1Deepak Yadav
Insurance
52
Repeated mis-selling flag — 4 instances
1d in stage
Need to dig into a specific caller? Open the Caller Leaderboard or Caller Intelligence to see the exact behavior pattern.