Call centre quality monitoring
Every call scored against the rubric, not a sample; compliance breaches and coaching flags ready by morning.
Call centre quality monitoring is an agent scenario in the Enterprise Functions sector running on the voice, batch channels. Trigger: Nightly batch: the day's call recordings from Genesys. The Quality Supervisor coordinates 3 specialist agents (Transcription Agent, Scoring Agent, Coaching Agent) across 4 systems (Genesys SIP, QM Scorecard / Case Management, QA Rubric Vector Store, Workday); of 9 steps, 1 write to systems and 2 are checks or approvals. Outcome: Scorecard filled for every call, breaches with the team leader, weekly coaching summary in Workday. Approval rule: Score < 60 or compliance breach → team leader review.
Call centre quality monitoring
- Nightly batch: 4,120 recordings from Genesys queued (100% coverage)
- Call C-9921834 (6:42 min) fetched with agent and queue metadata
- Transcript with 2 speakers, 94% word accuracy, card and ID numbers redacted
- Rubric v7 retrieved: 12 criteria, 3 mandatory compliance phrases
- Score 78/100 · missing: disclosure phrase · empathy 4/5 · resolved: yes
- Calibration: 2% sample double-scored by QA, drift vs human 3.1 pts → OK
- Scorecard updated; coaching flag "compliance phrase" opened for agent A-2231
- Compliance breach → team leader reviewed before it reached the file
- Weekly coaching summary pushed to Workday: 3 agents flagged, 41 praised
- ■completed
Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
Nightly batch: the day's call recordings from Genesys
Scorecard filled for every call, breaches with the team leader, weekly coaching summary in Workday
Agents
Quality Supervisor
Decomposes the objective, delegates to agents, manages approval points, merges the result.
Transcription Agent
Transcribes, diarises speakers and redacts PII
get_recordingtranscribe_calldiarize_speakersredact_piiScoring Agent
Scores against rubric criteria and checks compliance phrases
search_rubricscore_rubricdetect_compliance_phrasesdetect_sentimentCoaching Agent
Raises coaching flags and produces summaries
summarise_callcreate_coaching_flagupdate_scorecardpush_hr_summarySteps
| # | Kind | Agent | What happens | System | ms | tok |
|---|---|---|---|---|---|---|
| 01 | ingest | Quality Supervisor | Nightly batch: 4,120 recordings from Genesys queued (100% coverage) | — | 300 | — |
| 02 | tool | Transcription Agent | Call C-9921834 (6:42 min) fetched with agent and queue metadata | Genesys SIP | 380 | — |
| 03 | reason | Transcription Agent | Transcript with 2 speakers, 94% word accuracy, card and ID numbers redacted | — | 1,400 | 520 |
| 04 | retrieve | Scoring Agent | Rubric v7 retrieved: 12 criteria, 3 mandatory compliance phrases | QA Rubric Vector Store | 320 | 300 |
| 05 | reason | Scoring Agent | Score 78/100 · missing: disclosure phrase · empathy 4/5 · resolved: yes | — | 960 | 1,300 |
| 06 | verify | Scoring Agent | Calibration: 2% sample double-scored by QA, drift vs human 3.1 pts → OK | — | 340 | 220 |
| 07 | write | Coaching Agent | Scorecard updated; coaching flag "compliance phrase" opened for agent A-2231 | QM Scorecard / Case Management | 460 | — |
| 08 | approval | Quality Supervisor | Compliance breach → team leader reviewed before it reached the file | — | 2,200 | — |
| 09 | notify | Coaching Agent | Weekly coaching summary pushed to Workday: 3 agents flagged, 41 praised | Workday | 260 | — |
Procure-to-pay desk: request, quotes, contract and invoice in one place
The request arrives by email; quotes compared, contract clauses checked, PO opened, invoice three-way matched and payment scheduled.
Email classification and attachment check
Every e-mail in the shared mailbox is classified, attachments checked against a list, gaps asked for at once.
Contract clause extraction
Clauses are extracted and compared with the legal playbook; deviations reach counsel with redline suggestions.
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