Speech analytics and quality · L2 · 20 min
A QA score needs a rubric
Learn in five minutes
- Wikipedia's speech-analytics page says the technology can point to where an agent may need coaching and can monitor service on calls.
- A number with no written rubric is a mood. Write the behavior you are scoring.
- That page defines precision as the share of search results that are relevant, and recall as the share of relevant items the search returned.
- Those two measures answer different questions. A high number on one is not a high number on the other.
- This lab does not publish a contact-center quality score as a fact.
Write the rubric in words before you write a point value. If you cannot say what a miss looks like, you do not have a score.
Visual
One behavior, one check
- Behavior: the reply quoted the note or refused.
- Miss: the reply added a date the note does not contain.
- Score that one behavior. Leave every other behavior unscored.
- Do not call the result a vendor quality score.
Quiz
Ecosystem
- Rubric
- The written behavior a score is about. Without it, the number has no meaning in this lab.
Sisters: Automatic speech recognition, Sentiment analysis, Quality rubrics, Personal data.
The live voice pipeline answers the person. Analytics reads a recording later. Keep those clocks apart.
A later review can add a rubric you wrote. It cannot borrow a customer's tape.
Config
- Write the goal in one sentence.
- Name the input and the allowed output.
- Save the trace next to the result.
Troubleshooting
- The answer looks fluent and is wrong. Check whether a source passage actually contains the claim.
- The loop never stops. Set a step cap and stop when the tool result repeats.
Sources and go deeper
- Speech analytics — Wikipedia wikipedia last checked 2026-10