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44268AutoQA + Human review formBezaJohn DoeMainqueued2026-03-03 11:48:532026-03-1800No44345AutoQA + Human review formBezaJohn DoeMainqueued2026-03-03 11:48:532026-03-1800No44555AutoQA + Human review formBezaJohn DoeMainqueued2026-03-03 11:48:532026-03-1800No

		Conversation ID	Review form	Reviewer	Agent	Review type	Status	AutoQA	Created at	Updated at	Completed at	Due date	Acknowledged by agent at	Score	Maximum score	Relative score	Pass	Review Assignment Time	# of comments	# of the reviewed agent's comments	General comment	Is calibrated	Calibration score	Calibration relative score	Calibration distance	Distance to main review

30:T2671,

AutoQA

Tone of voice

Agent used the appropriate tone of voice for the situation

Adequate empathy

Agent showed adequate empathy for the situation. E.g. for a "yes", we're looking for active listening, empathetic language, validation of feelings and acknowledging of the issue, follow-up and assurance, personalization, offering assistance and gratitude.

Adequate greeting

Agent provided proper greeting

Adequate closing

Agent provided proper closing to the conversation. If the agent sent a closing message (e.g. farewell, asking if further assistance needed) at the end of the conversation, this should be a "yes" If the conversation is not yet closed (it's ongoing), this should be a "N/A".

Agent used proper grammar and syntax

How grammatically & syntactically correct was the agent's reply. For a yes, we're looking for: impeccable grammar and spelling, appropriate use of punctuation. Formatting indicators (like *) don't count as spelling mistakes.

Agent provided solution

Agent provided a solution to the customer, regardless of whether the customer was happy or not, or whether the issue was solved or not. If the agent is providing information back to the customer, this should be a "yes" If the agent informs the customer that they have to wait for further updates, or updates from other systems, this should be a "yes". If the agent transfers the customer to another department or colleague, this should be a "N/A". If the agent is asking for more information from the customer, this should be a "N/A".

User considers issue solved

User considers that their problem was solved. If the user does not acknowledge that their issue was fixed, or they don't thank the agent for the support, this should be a "N/A".

Accuracy & Product Knowledge

Did the agent provide accurate information?

Review for:

- Information matches official documentation, knowledge base, or policy.
- No guessing, assumptions, or made-up answers.
- The solution fits the customer’s actual situation (not generic advice).

Did the agent follow company policies and procedures?

Review for:

- Proper authentication or verification (if required).
- Correct workflow (refund process, escalation rules, documentation, etc.).
- No promises outside policy (e.g., “I’ll guarantee a refund”).

Did the agent use internal tools/resources correctly?

Review for:
- Did they check the correct system?
- Did they use updated tools (not outdated ones)?
- Did they document actions properly?

Problem Resolution

Did the agent address the main issue in the conversation?

Review for:

- Did the response match what the customer asked?
- Did they focus on the real problem, not a side issue?

Did the agent avoid unnecessary back-and-forth?

Review for:

- Did the agent anticipate what info the customer would need?
- Did they ask smart questions instead of piecemeal ones?

Was the conversation resolved or moved forward properly?

Review for:

- Did the ticket reach a logical end?
- If unresolved, is there a clear next step?

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