Objective

Move from a quality signal to a specific, evidence-backed coaching conversation.

Before you begin

Company-wide QA Grades and QA reporting require Quality: Manage or View Only. A team lead with Team Only can work from published results and coaching for assigned agents, but cannot open the company-wide raw grade list.

Resolution

  1. Find a pattern. Open Reporting · QA · Automated QA and choose a date range, category, origin, and, when available, agent. Review low-score rate, critical failures, agent performance, and criterion performance. A single low result is a prompt to investigate, not a complete coaching diagnosis.
  2. Inspect examples. Follow a report link into QA Grades and open relevant runs. Check the frozen scorecard, criterion grades, and cited evidence. Distinguish an overall ticket grade from an individual agent grade.
  3. Check what the agent can see. Coaching evidence should use a published agent result. Open the current published result and confirm its version and any appeal or correction status before discussing it with the agent.
  4. Start a case. Select Add to coaching from the published result, or create a case in QA Analysis · Coaching. Link the relevant published version and describe one or two observable behaviors to improve.
  5. Set a follow-up. Add actions and a date for checking progress, then share the case. See How To Create And Share A Coaching Case.

The Automated QA report summarizes AI assessments, while the published result is the agent-facing decision. Verify the individual evidence and any manager corrections before coaching from a report pattern.