Quality Audit Workflow

AuditorIA automates the process of evaluating call quality, but also allows for human intervention. This guide explains the lifecycle of a quality audit.

1. Automated Process

When a file is uploaded (via API or Dashboard):

1. Transcription: The audio is processed to text using WhisperX.
2. Diarization: The system identifies distinct speakers (Agent vs. Client).
3. Analysis: The LLM evaluates the interaction based on the define Quality Criteria (e.g., Greeting, Validation, Empathy, Closing).

2. Viewing Results

To view an audit:

1. Navigate to the Dashboard.
2. Click on a file ID or "View details".
3. You will see:
   • Overall Score: A 0-100 score based on weighted criteria.
   • Transcription: Full text with timestamps.
   • Sentiment Analysis: Tone breakdown (Positive, Neutral, Negative).
   • Quality Sheet: Item-by-item breakdown of pass/fail criteria.

3. Manual Audit (Override)

If the AI evaluation is incorrect, an auditor can manually correct it.

1. Open the audit detail view.
2. Locate the Quality Sheet section.
3. Click on the criteria you wish to change (checked = pass, unchecked = fail).
4. The system will prompt for a reason (optional but recommended).
5. The Overall Score will recalculate automatically.

4. Exporting Reports

To share results:

1. Go to the Reports page.
2. Filter by date range, agent, or campaign.
3. Click Export CSV or Export PDF to get a summary file.