Quality Evaluations
Build a better QA process. From evaluation to action.
Create, manage and scale your entire quality evaluation program inside Salesforce. Leaptree Optimize gives QA teams the tools to build flexible scorecards, distribute evaluations, maintain consistency and manage the evaluation lifecycle, without disconnected systems or cumbersome manual processes.
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Build a Better QA Process
Omni-Channel QA Scorecards
One QA process. Every channel.
Evaluate calls, chats, emails and other customer interactions using scorecards designed around your quality standards. Bring evaluation results together in Salesforce for a more consistent view of quality across channels and teams.
No-Code QA Scorecard Builder
Build scorecards around what matters to you.
Create and configure QA scorecards without relying on developers or complex technical setup. Adapt your evaluations to different teams, interaction types and quality requirements as your QA program evolves.
Automated QA Scorecard Scheduler
Keep evaluations moving automatically.
Take the manual work out of assigning and scheduling quality evaluations. Automate when evaluations are created and help ensure QA activity happens consistently across your teams.
Even Distribution
Share the workload. Keep evaluations moving.
Distribute evaluation work evenly across your QA team to create a more balanced and manageable workload. Reduce the administrative effort behind assigning interactions while helping ensure evaluations are completed consistently across teams.
QA Calibration
Keep everyone scoring from the same playbook.
Give evaluators a structured way to compare scoring and align on how quality standards should be applied. Calibration helps identify inconsistencies, strengthen evaluation standards and create greater confidence in QA results.
Separate Agent and Evaluator Apps
The right experience for every user. Give evaluators a dedicated workspace for completing and managing evaluations, while agents get their own experience for viewing results and feedback.
Each team gets the information and actions relevant to them without navigating unnecessary complexity.
Infraction Rules / AutoFail
Make critical quality failures impossible to overlook. Define the infractions and critical failures that matter most to your business.
Apply AutoFail rules to ensure serious quality issues are reflected in evaluation outcomes, helping your team enforce standards and maintain consistency across your QA program.
Disputes / Approvals
Make QA a conversation, not a one-way process.
Give agents a structured way to dispute evaluation results and enable reviewers to manage approvals within the QA workflow. Keep feedback, decisions and outcomes connected to the original evaluation, creating a more transparent and accountable quality process.
Large Text Analysis
Get to the insights without reading every word.
Make lengthy customer interactions easier to review and evaluate. Use AI-powered analysis to surface relevant information from large volumes of text, helping evaluators understand the interaction and focus on the details that matter to their quality assessments.
Automate your CX QA Scoring in days, not months
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Up To 100% Call Center QA Coverage Inside Salesforce
Leaptree AI can evaluate every call, chat, and email inside Salesforce, giving you full visibility and consistent scoring across the board.
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