Auto QA
Score every customer interaction, automatically.
Auto QA scores 100% of voice, chat and ticket interactions automatically, so you can improve experiences at scale.
Why this matters
Manual QA reviews 1-2% of calls. Compliance gaps stay hidden, coaching is guesswork and performance problems compound invisibly until they become expensive. Auto QA reviews 100% of calls across channels, giving contact center teams better insight into what’s working and how to improve.
Get the highlights
Analyze everything
Score 100% of voice, chat and ticket interactions.
Consistent and objective
AI applies your criteria the same way every time.
Insights drive action
Findings feed back into coaching, AI agents and Agent Assist.
Capacity in numbers
20K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore the features
Automated Scoring
100% coverage, zero gaps.
Score every voice call, chat and support ticket against your criteria. Automatically. Every time.
Eliminate manual review time
Cut QA analyst hours by up to 80% while gaining visibility into every interaction.
Voice, chat and tickets covered
Ingest interaction data from your existing CCaaS via production-ready integrations.
Near real-time results
Interactions are transcribed and scored automatically so findings are available fast.
1,200+ pre-built insights included
Start seeing intelligence from historical data immediately on go live.
Customizable Scorecards
Score what matters to you.
Build scorecards that reflect your business. Compliance, process adherence, sales scripts or anything that matters.
Flexible criteria logic
Each scorecard question supports multi-element decision logic to match real-world complexity.
Multiple scorecards simultaneously
Run separate scorecards for internal agents, third-party teams or different programs at once.
Compliance-ready structure
Financial services, insurance and healthcare teams can track regulatory requirements by default.
Scales without adding analysts
Volume grows without proportional headcount. More interactions, same team.
Coaching Hub
Turn findings into coaching.
Connect every QA score to a coaching action. Managers get a dedicated hub to run sessions, set goals and track accountability across their team.
Attach specific call moments
Pin the exact moment in a call that prompted the coaching session. No more vague feedback.
Set goals and track progress
Agents and managers stay aligned on improvement targets in the same platform.
Agent acknowledgement workflows
Agents confirm receipt of coaching sessions so nothing falls through.
Data-backed feedback, no guesswork
Every coaching conversation is grounded in complete interaction data, not a 2% sample.
The Learning Loop
Insights that improve everything.
Auto QA findings don’t stop at a dashboard. They feed back into your ai agents. agent assist, coaching and post-interaction tools, closing the loop, making the whole platform smarter over time
Inform AI agent improvements
Top call drivers and automation gaps surface automatically so AI agents can handle more.
Sharpen real-time agent guidance
Post-interaction patterns feed directly into the guidance and knowledge agents receive during live interactions.
Closed-loop optimization
With one AI Knowledge Layer powering every support activity, nsights flow back into the platform that acts on them.
Continuously improving, automatically
Performance gets better with every interaction analyzed, without extra manual effort.
Contact Center ROI
Trusted by 20,000+ organizations
Explore the Capacity AI platform
AI Agents
Agent Assist
Post Interation Workflows
Outbound
Integrations
AI Knowledge Orchestration
Frequently asked questions
What is auto QA for contact centers?
Auto QA, short for automated quality assurance, automatically scores customer interactions against a defined set of criteria. Instead of manually reviewing a small sample of calls, AI evaluates every voice call, chat and support ticket so QA managers get full visibility without adding analyst headcount.
How does auto QA software work?
Auto QA ingests interaction data from your existing tech stack and applies your scoring criteria using AI. Whether you’re on a major CCaaS platform or a custom environment, interactions are transcribed and scored automatically and results surface through scorecards and dashboards. Historical data can be analyzed from day one.
What is the difference between manual QA and automated QA?
Manual QA typically reviews 1-2% of interactions using human evaluators, which introduces inconsistency, takes significant analyst time and leaves most performance data invisible. Automated QA scores 100% of interactions using consistent AI-driven criteria, removing sampling gaps, reducing subjectivity and surfacing compliance risks or coaching opportunities that manual review would never catch.
Will this replace my QA team?
No. Auto QA removes the manual burden of scoring calls so your QA team can focus on higher-value work, refining criteria, coaching agents and addressing complex cases. Think of it as giving your team full coverage without proportional headcount growth.
How long does implementation take?
Standard implementations target 30 days. For contact centers on CCaaS platforms with production-ready integrations, go-live can happen in days after contract signature. Capacity includes 1,200+ pre-built insights so teams can start seeing intelligence from historical data almost immediately, before a full scorecard build is even complete.
Which contact center platforms does Capacity Auto QA integrate with?
Capacity has production-ready integrations with leading CCaaS and telephony platforms including NiCE, Genesys, Five9, 8×8, RingCentral, Glia and others. For platforms without a native integration, a batch ingestion path is available. Confirm your platform during scoping to get an accurate implementation timeline.
How does Capacity Auto QA improve agent and AI performance over time?
Auto QA is part of Capacity’s unified platform and feeds a built-in Learning Loop. Post-interaction insights, top call drivers, automation gaps, compliance trends — flow back into Capacity’s virtual agents and Real-Time Agent Assist automatically. This means every interaction analyzed makes both AI and human performance better over time, without manual effort from your team.
What results have customers seen with Capacity Auto QA?
Thrasio increased QA coverage from 3% to 100%, saved $260K annually and improved CSAT from 89% to 97%. BCU saved $100K+ in annual labor costs and reduced contact center agent attrition from 40% to 10% by using Auto QA data to build a fairer, more consistent coaching program.
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Find out how Capacity can help your team do their best work.