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 — or create GenAI condition tags directly on the QA scorecard (they stay hidden from Tags but are still evaluated).
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).
- Activation (dependent tag): pick an existing tag from Tags — the question is N/A until that tag fires.
- Scoring conditions: pick existing BoW / flag tags, or click + GenAI to create a QA-only GenAI flag with instructions (not listed under Tags; evaluated on every analysis).
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.