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.Voice Features Used
| Feature | Purpose |
|---|---|
| Call Scoring / QA | Automated quality scoring on every call |
| Live Call Monitoring | Supervisors listen to calls in real time |
| Webhook Events | Real-time alerts for escalations and anomalies |
| Analytics & Monitoring | CRM sync, dashboards, trend analysis |
| Sentiment Escalation | Flag calls with negative sentiment |
| Call Recording | Full recordings for review and training |
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
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
}
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
}'