> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thinnest.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Center QA Monitor

> QA and monitoring agent with live call monitoring, automated call scoring, knowledge gap detection, CRM auto-sync, webhook alerts, and sentiment escalation.

# 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](/docs/voice/tools/analytics-monitoring)      | Automated quality scoring on every call        |
| [Live Call Monitoring](/docs/voice/tools/analytics-monitoring)   | Supervisors listen to calls in real time       |
| [Webhook Events](/docs/voice/tools/analytics-monitoring)         | Real-time alerts for escalations and anomalies |
| [Analytics & Monitoring](/docs/voice/tools/analytics-monitoring) | CRM sync, dashboards, trend analysis           |
| [Sentiment Escalation](/docs/voice/tools/sentiment-escalation)   | Flag calls with negative sentiment             |
| [Call Recording](/docs/voice/tools/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

```json theme={null}
{
  "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

```bash theme={null}
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
  }'
```