Your rubric
Score greeting, disclosure, accuracy, and handoff the way your QA team already does.
Monitor
Define a rubric. Airtorch grades up to the full call volume and sends the misses to the people who can fix them.
Score greeting, disclosure, accuracy, and handoff the way your QA team already does.
Sample less. Review the calls that failed a check instead of a random slice.
Group failures by cause so a prompt fix or a policy edit addresses many calls at once.
Automatic scoring clears the routine passes. Reviewers spend time on the borderline and the breaches.
Turn a real miss into a test case so the next release has to pass it.
Each score links to the transcript span that triggered it. Nobody argues from a number alone.
Start with one queue. Hear it on a test call before a customer does.