Voice quality and control
Understand the outcome. Improve the next call.
ConnectX brings call evaluation, the Knowledge Loop, and release controls into one improvement workflow. Review how an agent handled the request, how a human resolved an exception, and what should change before the next conversation.
Follow the entire resolution.
The most useful part of a call may happen after the agent asks for help. Call Evaluation connects the customer-agent exchange, the private supervisor consultation, and the human-to-human resolution in one review.
The customer’s request.
Understand the intent, relevant history, actions attempted, and the point that required assistance.
The supervisor’s decision.
Review the brief, the guidance given, or the decision to take over.
What actually happened next.
See how the issue was resolved and whether the agreed action was completed. Evaluate the whole outcome against the criteria your team has defined for that workflow.
Follow an example: a delivery exception
Illustrative review · sample workflow
Request: the customer needs tomorrow’s delivery moved to a time outside the available slots.
Escalation: the agent briefs the dispatch supervisor in a separate channel while the customer stays connected.
Guidance: the supervisor identifies an available route and tells the agent which option it can offer.
Resolution: the customer agrees; the agent confirms the booking after the system update succeeds.
Review: the team can assess the context, escalation, authorized action, and confirmed outcome together.
Find the part that needs to improve.
An unfinished task can have different causes: missing knowledge, unclear instructions, an unavailable action, a failed system response, or an escalation that did not reach the right person.
Review the conversation and its actions together to identify the cause. A change to the knowledge, the workflow, or the integration can then address the issue your team actually observed.
Learn from the way your people solve problems.
When a supervisor guides the agent or takes over, the Knowledge Loop captures the resolution and scores the learned solution. The agent can stay on a transferred call to observe the human conversation.
High-scoring learned solutions become usable automatically. A successful approach can help the agent handle a relevant situation in a future call.
Customer-specific history stays in Unified Memory. The learned approach belongs to the Knowledge Loop. Broader configuration changes follow the test and release process below.
Test the behavior you intend to release.
Use representative conversations to test changes to instructions, knowledge, actions, and escalation rules. Include the routine task, the ambiguous request, and the situation that needs a human.
Review what changed, decide when to release the configuration, and retain a path to rollback. This gives your team control over wider agent changes alongside the automatic reuse of high-scoring learned solutions.
Make responsibility visible.
Define the actions an agent can take and who can change its behavior. Set the supervisor, handover, and fallback paths for the workflow. Use the record of significant actions to understand what happened and which part needs attention.
Agree on what a good call looks like.
Start with the work the customer needed completed. Review whether the agent understood the request, used the right context, respected its permissions, and left a confirmed next step.
A pilot gives your team a way to evaluate those behaviors with real workflow criteria before a wider rollout. Track the outcome and the effort your people still need to contribute, including escalations and rework.
Bring the call. Define the standard.
Walk through a representative conversation with us, including its exceptions. We’ll discuss the outcomes, escalation paths, and review criteria that matter to your team.