unitQ

Support QA lets a team define the standards a conversation should meet, including empathy, tone, required process steps and handoffs. Those rules are set before scoring goes live. When an interaction misses a standard, managers can inspect the relevant transcript, open a coaching task and examine trends by agent.

For example, a support team can include a required handoff step in its scorecard and review conversations flagged for an incomplete transfer. Quality themes can sit alongside contact reasons and product issues in unitQ Monitor, helping distinguish an agent's knowledge gap from a repeated product problem.

Connected sources determine the conversations available for analysis. Zendesk supplies tickets, chats and satisfaction data. Amplitude adds product-usage context, while Datadog contributes operational measurements. Feedback-category alerts can be delivered through Slack, Microsoft Teams or PagerDuty, with links for investigation.

For platform access, request a demo and indicate the product areas your team needs. unitQ uses subscription agreements and is also sold through AWS Marketplace, where qualifying purchases can count toward an AWS spending commitment. The standalone free unitQ Score offer is separate from access to the full customer-intelligence platform.