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 Target Audience All Users, Evaluators, New Customers Description This document serves as the landing page for the CQA product, explaining what it is, who it is for, and the core concepts driving it.  This user guide serves as the primary reference for all users of the Conversation Quality Analysis (CQA) platform.

Introduction & Product Overview

 Target Audience All Users Description A quick-start guide focused strictly on accessing the platform and understanding the main dashboard and menus.  To access the CQA console, you will need your organization's unique Tenant ID and user credentials.

Getting Started & Navigation

 Target Audience System Administrators, QA Leads Description The core setup guide.  This page holds all the foundational tasks required to make the CQA platform operational before daily QA work begins.

Administration & Configuration

 Target Audience QA Analysts, Supervisors, Agents Description The day-to-day guide for users actually interacting with the processed data, scoring calls, and managing disputes.  This section outlines the daily tasks performed by QA Analysts, Supervisors, and Agents to monitor performance, validate scores, and manage data.

Operational Workflows

 CQA delivers value by analyzing conversations.  To do this, it needs access to call recordings and their associated metadata (agent name, campaign ID, team name, and similar fields).

Data Integrations

 Exotel CQA (Conversation Quality Analysis) provides AI-powered quality analysis for contact center interactions.  The platform ingests interaction data -- audio recordings, transcripts, and metadata -- from any source, runs them through configurable quality profiles, and produces detailed quality scores.

API Reference Guide

 Target Audience All Users Description A self-help repository mapping common errors or confusions directly to their solutions.  This guide addresses common issues users may encounter while navigating the CQA platform, configuring settings, or analyzing data.