Tags & QA
Tags classify or extract information from a call. Types include:
| Type | Idea |
|---|---|
| Metadata | Rules on call metadata fields |
| Bag of words | Keyword / phrase presence |
| GenAI | Model judges or extracts a value |
| Derived | Combines other tags with logic |
Configure tags before relying on them in QA conditions.
QA scorecard
Section titled “QA scorecard”QA questions award points when conditions match. You can group questions into bundles that share a score (awarded once per bundle).
Screenshot needed
QA scorecard editor with a few questions.
Where: Call Analyzer project → QA
Save as:
src/assets/screenshots/28-pca-qa.pngHistorical snapshots
Section titled “Historical snapshots”When a call is scored, CXGear stores a snapshot of QA results on that analysis. Changing the scorecard later does not rewrite old records. That keeps audits honest.