{
  "id": "t21-l07-a-quality-review-you-can-finish",
  "title": "A quality review you can finish",
  "checked": "2026-10",
  "sources": [
    {
      "label": "Quality management",
      "url": "https://www.five9.com/products/capabilities/call-center-quality-management-monitoring-tools",
      "kind": "vendor",
      "status": "ok",
      "lastChecked": "2026-10"
    },
    {
      "label": "Workforce engagement management",
      "url": "https://www.five9.com/products/capabilities/workforce-optimization",
      "kind": "vendor",
      "status": "ok",
      "lastChecked": "2026-10"
    },
    {
      "label": "The quality page says routing, assistance, and coaching can be refined with zero human involvement. This lab did not test that claim.",
      "url": "",
      "kind": "note",
      "status": "confirm",
      "lastChecked": "2026-10"
    }
  ]
}