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Call Center QA Monitor

An enterprise QA and monitoring agent for call centers. Provides live call monitoring for supervisors, automated call scoring based on configurable rubrics, knowledge gap detection to identify training needs, CRM auto-sync for complete records, and webhook alerts for real-time notifications on critical events.

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Voice Features Used

FeaturePurpose
Call Scoring / QAAutomated quality scoring on every call
Live Call MonitoringSupervisors listen to calls in real time
Webhook EventsReal-time alerts for escalations and anomalies
Analytics & MonitoringCRM sync, dashboards, trend analysis
Sentiment EscalationFlag calls with negative sentiment
Call RecordingFull recordings for review and training

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How It Works

-> Agent handles customer call
-> Live monitoring: supervisor observes in real time
-> Call scoring engine evaluates in parallel:
   - Greeting quality: 9/10
   - Issue resolution: 8/10
   - Empathy & tone: 7/10
   - Compliance: 10/10
   - Overall: 8.5/10
-> Knowledge gap detected: agent couldn't answer "roaming charges in EU"
-> Webhook fires: { event: "knowledge_gap", topic: "roaming_eu", agent_id: "..." }
-> CRM auto-sync: call duration, summary, score, tags
-> Sentiment dip detected mid-call -> supervisor alerted
-> Post-call: score card saved, training recommendation generated

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Configuration

{
  "callScoringEnabled": true,
  "callScoringRubric": {
    "greeting": { "weight": 0.15, "criteria": "Professional greeting with name" },
    "resolution": { "weight": 0.30, "criteria": "Issue fully resolved" },
    "empathy": { "weight": 0.20, "criteria": "Empathetic and patient tone" },
    "compliance": { "weight": 0.20, "criteria": "Follows script and regulations" },
    "efficiency": { "weight": 0.15, "criteria": "Resolved within target time" }
  },
  "liveMonitoringEnabled": true,
  "liveMonitoringRole": "supervisor",
  "webhookEventsEnabled": true,
  "webhookUrl": "https://ops.example.com/webhooks/qa",
  "webhookEvents": ["sentiment_drop", "knowledge_gap", "low_score", "escalation"],
  "analyticsEnabled": true,
  "crmAutoSyncEnabled": true,
  "crmProvider": "salesforce",
  "crmSyncFields": ["duration", "summary", "score", "sentiment", "tags"],
  "knowledgeGapDetectionEnabled": true,
  "sentimentEscalationEnabled": true,
  "sentimentThreshold": 3
}

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Example — Create Agent

curl -X POST https://api.thinnest.ai/v1/agents \
  -H "Authorization: Bearer $THINNESTAI_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Call Center QA Monitor",
    "model": "gpt-4o",
    "instructions": "You are a call center QA monitoring system. Score every call against the rubric. Detect knowledge gaps and flag them. Alert supervisors on sentiment drops. Sync all data to CRM.",
    "voiceEnabled": true,
    "transcriber": { "provider": "deepgram", "model": "nova-2-conversationalai" },
    "voice": { "provider": "deepgram", "voiceId": "aura-2-thalia-en" },
    "callScoringEnabled": true,
    "liveMonitoringEnabled": true,
    "webhookEventsEnabled": true,
    "webhookUrl": "https://ops.example.com/webhooks/qa",
    "webhookEvents": ["sentiment_drop", "knowledge_gap", "low_score", "escalation"],
    "analyticsEnabled": true,
    "crmAutoSyncEnabled": true,
    "crmProvider": "salesforce",
    "crmSyncFields": ["duration", "summary", "score", "sentiment", "tags"],
    "knowledgeGapDetectionEnabled": true,
    "sentimentEscalationEnabled": true,
    "sentimentThreshold": 3,
    "recordingEnabled": true
  }'