Bring the right calls to your reviewers.

Put the transcript, audio, summary, scorecard and Contact Signals in one review workspace. Assign work, handle uncertainty and save the decision.

For your team: Call1 prepares the review. People decide what action to take.
Audience: QA leads, reviewers and operations teams in 100-agent customer-service contact centers.

Why it matters

Evaluating more calls only helps if your team can act on the findings. Queue rules let supervisors choose the cases that need human attention and distribute the work.

Reviewers can inspect the supporting conversation in one place, correct a finding and resolve the case. You decide which findings deserve coaching or further investigation.

How it works

01
Choose what needs review
Create queue rules for rubric findings, uncertainty or specific Contact Signals.
02
Assign and inspect
Claim or assign a case. Read the transcript, play the relevant audio and check the scorecard.
03
Save the decision
Confirm, dismiss or correct findings, resolve the case and escalate when a supervisor needs to decide.

What’s included

Flexible assignment

Use manual assignment, round-robin, reviewer workload or skills to distribute queue items.

One review workspace

Keep evidence, summaries and playback beside the findings. Search across calls when you need related examples.

Clear result status

Analyzing, partial and stale results are labeled so reviewers can see what still needs processing.

Your data

Reviewers access calls through your local installation. Your administrators manage reviewer, supervisor and admin access.

Corrections are recorded locally and can provide labels for customer model tuning. They are not automatically shared.

Before you roll out

Count the whole review

Compare time spent listening, checking evidence and making corrections on comparable manual and assisted reviews.

Watch queue volume

Adjust rules if false alarms crowd out important cases. Leave enough reviewer capacity to check uncertain findings.

Availability

Queue actions, supervisor escalations and human corrections are working free-platform capabilities.
Review-time savings depend on your calls and process. The calculator lets you enter your own manual and assisted review times.

Questions for your team

01
Which findings should reach a person first?
02
Can reviewers understand why a case is in the queue?
03
How much review work can your team handle each day?