Set responsibility
Add users, Teams, hierarchy, skills and ownership inside the workspace.
People & process / Detailed feature guide
Agent skills & quality assurance
Describe capability, score customer work and connect coaching to the operating record.
What the system covers.
They share the same customers, permissions and activity history, so your team can use them together.
- 01Skill categories and skill definitions
- 02Agent skill assignment
- 03Competency scoring
- 04Routing skill requirements
- 05QA criteria definitions
- 06Call and shift grading
- 07Review and scoring records
- 08Agent shift opt-in and reports
- 09AI-assisted grading permissions
- 10Manager coaching access
- 11Quality reporting signals
The controls that keep it dependable.
Access, history and recovery controls are part of every feature.
Least privilege
Create, read, update, delete, assign, monitor, export and execution rights remain independently controllable.
Hierarchy-aware behavior
Team leadership and parent-child structure inform ownership without bypassing server-side authorization.
Repeatable process
Triggers, schedules, templates and structured follow-up reduce untracked manual steps.
Accountable change
Administrative changes and workflow execution retain actor, state and outcome context.
07 / Start a conversation
Start with the real workflow
Tell us what needs to work better.
Tell us which channels, queues, call flows and reports matter. We'll use that to prepare a relevant walkthrough.
- Your request goes to our product team.
- We review it before we get in touch.
- The walkthrough follows your workflow.