--- title: Introduction & Product Overview slug: conversation-intelligence/introduction-and-product-overview docTags: createdAt: 2026-02-19T03:35:50.280Z --- **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. # 1. Introduction ## 1.1. Purpose This user guide serves as the primary reference for all users of the Conversation Quality Analysis (CQA) platform. It provides detailed, step-by-step instructions for utilizing the platform's features to analyze, score, and improve customer interactions. ## 1.2. Intended Audience This document is intended for all personnel involved in the quality assurance lifecycle, including: - **System Administrators:** Responsible for platform setup, user management and configurations. - **Agents:** Whose conversations are being analyzed and who participate in the dispute process. - **Supervisors & Quality Analysts:** Responsible for reviewing analyses, managing quality profiles, and resolving disputes. # 2. Product Overview **CQA** is an intelligent, automated quality assurance platform designed to streamline the evaluation of contact center interactions. It functions as a centralized console that ingests call recordings, analyzes them against defined Quality Profile, and provides actionable insights into agent performance and operational trends. The platform is designed to be **agnostic**, meaning it can potentially integrate with any contact center platform. ## 2.1. How It Works In CQA, analysis happens automatically as soon as a recording enters the system. The workflow is driven by three core components: 1. **Input (Metadata):** When a recording arrives, it carries “metadata” (e.g., Campaign Name, Agent ID, Talk Time, Region). 2. **Logic (Assignment Rules):** The system checks this metadata against a set of pre-defined rules. For example, a rule might state: *"If ****Campaign**** is 'Sales' and ****Duration**** is > 2 minutes, use the 'Sales Quality Profile'"* . 3. **Execution (Quality Profile):** The system instantly applies the selected Quality Profile to the recording, generates a score, and logs the result in the Analysis List. ## 2.2. Key Concepts & Definitions To operate CQA effectively, users must understand the following core building blocks ### 2.2.1. Metadata: The Engine of Automation Metadata is the structured information associated with every interaction. It is the most critical component of the CQA platform because it drives all automation and visibility. - **Routing:** It determines which Quality Profile is used to score a call. - **Filtering:** It allows users to slice and dice data on the Dashboard (e.g., "Show me scores for the *North Region* only"). - **Security:** It controls User Access. For instance, a Supervisor tagged with "Region A" metadata will only see data relevant to that region . - **AI Context**: Selected metadata fields can be injected to the AI during analysis so scoring and insights use operational context (e.g., campaign or disposition) in addition to the transcript/audio. ### 2.2.2. Quality Profile (QP): The Scoring Rubric A Quality Profile is a structured evaluation form used to score an agent. It is organized hierarchically to provide granular reporting: - **Category:** High-level grouping (e.g., "Soft Skills," "Compliance"). - **Sub-Category:** Specific focus area (e.g., "Greeting," "Closing"). - **KPI (Key Performance Indicator):** The specific question used to evaluate the agent (e.g., "Did the agent mention the brand name?"). - **KPI Types:** The system supports **Yes/No** (Binary), **Selection** (Multiple Choice), and **Rating** (1-5 Scale), **Text** (Data Extraction) inputs . - **Criticality:** KPIs can be marked as "Critical." If a Critical KPI fails, it can automatically zero out the score for the entire Category, sub-category or the entire quality profile (based on the criticality level), enforcing strict compliance standards. ### 2.2.3. Assignment Rules: The Automation Layer Assignment Rules replace the need for manual scheduling. An Assignment Rule is a conditional logic statement that tells the system *when* to use a specific Quality Profile. - **Dynamic Logic:** You can create rules based on any available metadata field. - *Example:* "Apply the 'Urgent Care Profile' ONLY if the Queue Name is 'Emergency' AND Talk Time is less than 30 seconds" . - **Continuous Operation:** Once a rule is active, it runs continuously in the background, analyzing every matching call upon arrival. ### 2.2.4. Analysis & Interaction Review An "Analysis" refers to a single recording that has been processed by a Quality Profile. - **The Analysis List:** A central log of all processed interactions, searchable and filterable by score, date, agent, or metadata. - **Interaction View:** A detailed view where Supervisors can listen to the call, read the transcript, viewing specific AI reasoning for every score, and handle disputes raised by agents. - **Native Language Support**: CQA can process audio interactions in both English and the speaker's detected native language (e.g., Arabic, Hindi), removing the English-only barrier for regional markets. The Interaction Details page provides a **language toggle** to switch between English and the native language transcripts and summaries. For Right-to-Left languages like Arabic, the text automatically applies RTL formatting. This feature is available only on higher-tier plans. ### 2.2.5. Test Evaluation The **Test Evaluation** module enables users to run ad-hoc analyses on specific batches of recordings, which is ideal for testing new Quality Profiles or processing offline files that were not analyzed automatically. - **Setup:** Users create a test by giving it a name, selecting a target **Quality Profile**, and uploading an Excel file containing the **Recording URLs** and any relevant **Metadata**, or direct audio/text files. - **Status Tracking:** The system indicates the batch status, such as **Completed** or **Partial Success** (if some audio links were invalid), allowing users to quickly identify and troubleshoot errors. - **Export:** Users can export the detailed results of any test evaluation directly to their email for offline review. ### 2.2.6. User Management The **User Management** module provides a centralized view of all individuals authorized to access the CQA platform. Administrators use this section to monitor account details and verify role assignments. - **View User Directory:** Navigate to the **Users** icon in the sidebar to see a comprehensive list of all registered accounts. The table provides key identity details including **Name**, **Email Id**, and **Username**. - **Monitor Roles:** Quickly identify the permission level of each user: - **Admin:** Has full access to system configuration (Metadata, Quality Profiles, Assignment Rules). - **Supervisor:** Focuses on operational tasks like reviewing the Analysis List and resolving disputes. - **Check Status:** Verify if an account is currently **Active** or Inactive directly from the status column. - **Self-Serve Invitations:** Administrators can instantly invite new team members to the workspace directly from the dashboard without contacting support. **Note on Access Control:** While the current view lists roles, granular data visibility (e.g., restricting a Supervisor to a specific Region) is configured via the **Metadata** settings in conjunction with these user profiles. ## 2.3. User Roles - **Admin:** Configures Metadata, builds Quality Profiles, and sets Assignment Rules. - **Supervisor:** Reviews the Analysis List, monitors Dashboard trends, and resolves Agent disputes. - **Agent:** Logs in to view their own performance scores and can raise disputes on specific KPI results if they disagree with the AI's assessment . ### Data Privacy & Customization - **Tenant-Specific Permissions & Customization:** User access in CQA is evaluated and strictly isolated at the **tenant (workspace) level**. This ensures that users only have access to the exact data they need for the specific account they are working on. - **Need Custom Permissions?** While CQA provides standard default access rules for Agents and Supervisors, these roles are highly flexible. If your organization requires a custom permission matrix for a specific workspace (e.g., granting a specific type of Supervisor restricted access), **reach out to your Customer Support Manager**. Our backend team can tailor and configure custom role permissions specifically for your tenant.