ShyftOff AI QA

Every call scored. Every number traceable.

AI QA scores every call against your own scorecard, shows which way quality is heading and why, and links each number to the calls behind it. Built into the ShyftOff platform.

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Member Services
Calls scored today
● Scoring
96
Address update
Strength · confirmed next step
4:12
71
Claim status
Miss · no self-service option offered
6:48
!
Billing dispute · auto-fail
Balance disclosed before verifying the account holder
3:05
89
Benefits question
Also checked by a person · AI and reviewer agree
5:21
✓
4,812 of 4,812 calls scored
Quality score 86.4 · ▲ 2.1 pts · target 85
100%

Of calls CAN BE SCORED

proof needed
30 day

IMPLEMENTATION WITH FULL 
CALIBRATION

85%

REDUCTION IN MANUAL QA TIME

Included

WHEN YOU USE AGENTS FROM 
THE SHYFTOFF PLATFORM

How it works

Score every call, find what moves quality, act with approval

One quality score on your own scorecard, every call behind it one click away, and a person in charge of every action.

01

Score

Every call, human and AI agent, scored against the scorecard your team already uses.

02

Coach

See who is rising and slipping, then measure the lift after coaching.

03

Listen

Hear what customers say and which rubric questions would move the score most.

04

Prove

Every score links to its evidence on the transcript, checked against your reviewers.

05

Ask

Ask in plain language. Answers cite the calls, and actions wait for your approval.

Quality you can see on every call, not a sample

Manual QA reviews a handful of calls a week. AI QA reads all of them, scores each one on your rubric and shows the evidence behind every number.

Overview
Member Services · Last 30 days
100% scored
86.4
Quality score · ▲ 2.1 · target 85
18,240
Calls scored
7 of 64
Agents below target
Which way is it heading?
This period
Prior 30 days
Target
Compliance gate
▼ 0.4 pt
1.8%
of calls auto-failed
Balance disclosed before verifying the account holder
Recorded-line notice not given
Payment taken without read-back
01 · Score

Every Call Scored on Your Scorecard

One quality score, measured against your target, with the direction it is heading. No sampling and no guessing which calls got reviewed.

Scores every call, human and AI agent alike, against the rubric your team already uses.
Daily score against target, with the prior 30 days shown alongside so a dip is easy to spot.
A separate compliance gate tracks must-never rules. Gate failures are never averaged into the graded score.
02 · Coach

See Who Needs Help, and Whether Coaching Worked

Every agent on one line, with the people who are rising and slipping named. Then the lift after coaching, measured on their next two weeks of calls.

Each agent is one dot on the score axis. Anyone below target is flagged, and agents with too few calls to judge are set aside.
The fastest risers and slippers, each with a weekly trend. Nobody gets a rank number.
Coaching lift compares each coached agent’s 14 days after feedback with the 14 days before.
Coached this period
+4.2
pts average lift
23 agents · 14 days after vs before
How are agents doing?
Each dot is one agent · coral is below target
64 agents
60
100
Rising
Dana R.
+6.2
Marcus T.
+4.8
Priya S.
+3.9
Slipping
Jordan K.
−4.1
Alex M.
−3.3
Sam W.
−2.7
What would move the score most?
Points of campaign score at stake
Ranked
Confirmed next steps before closing
3.8
Verified identity in the first minute
2.9
Offered a self-service option
2.1
Acknowledged the customer’s concern
1.2
Getting the top three right on every call is worth 8.8 points.
What are customers saying?
58% positive
27% neutral
15% negative
Billing · 3,410
Claim status · 2,870
Refunds · 1,920 ▲
Where they get stuck
Had to repeat account details after transfer
▲ 12%
Unclear when a refund will arrive
▲ 8%
03 · Listen

Hear What Customers Say, and What Would Move the Score

Every transcript is read for sentiment, topics and friction. Every rubric question is ranked by how many points it would add if every call got it right.

Sentiment split, the topics customers call about, and the places they get stuck, with the change from last period.
Questions ranked by points at stake, so you coach on the behavior that matters most first.
Three ranked findings each period, written as plain sentences with a link to the calls behind each one.
04 · Prove

Every Score Shows Its Evidence

Open any call and see exactly where each rubric line was decided. Then see how often the AI agrees with your own reviewers.

Marks sit inline on the transcript: one color for a compliance failure, one for a strength, one for a miss. Each links to the rubric line that produced it.
The scorecard breaks down by section, with every answer, its points and a one-line note on why.
When a person also reviews a call, AI–human agreement is tracked for each question, so you know which scores to trust.
Billing dispute · 3:05
Disposition: refund issued · Scorecard v4
66.7% · 6 of 9 pts
Auto-fail
Customer
I was charged twice for the same month.
Agent
I can see a balance of $214.60 on the account.
Gate · balance disclosed before verifying the account holder
Agent
I’m sorry about that. Let’s get it fixed today.
Strength · acknowledged the concern
Agent
Okay, you’re all set. Anything else?
Miss · refund timing not confirmed
Also checked by a person
94%
AI–human agreement · 412 calls
Verified identity
98%
Acknowledged concern
91%
Confirmed next steps
89%
Ask
Answers cite the calls behind them
Member Services · Sep 1–30
Why did the score dip the week of Sep 15?
The score fell 3.1 points that week. Most of the drop came from “Confirmed next steps” on refund calls, after the new refund policy went live on Sep 14.
−3.1 pts
62% of the drop
Call 48213
Call 48391
+9 calls
Ask about this campaign…
↵
Proposed actions
Needs approval
Send feedback to 5 agents on confirming refund timing
Edit
Approve
Send 5 calls for a human review
Edit
Approve
05 · Ask

Ask a Question, Get an Answer With the Calls Behind It

Ask about any campaign in plain language. Answers come with the numbers and links to the specific calls. When the answer suggests a next step, it waits for you.

Answers stay inside the campaign and date range you are viewing, and the campaigns your account can see.
It can draft feedback for agents or send calls for a human review. Nothing runs until a person approves it.
Every approved action is written to an audit log, and coaching sent this way counts toward coaching lift.
Why ShyftOff

QA that sees every call, from the platform that runs them

Manual QA reviews a small sample. Standalone QA software scores calls but stops at the report. ShyftOff scores every call and connects the result to coaching, staffing and the agents who take the next call.

How the options compare
Manual sampling
QA-only tools
Every call scored, not a sample

Coverage shown as calls scored out of all calls.

Every number links to the calls behind it

One click from any score to the calls that produced it.

Varies
AI scores checked against your human reviewers

Agreement tracked for every rubric question.

Varies
Coaching tracked to a measured lift

14 days after feedback against the 14 days before.

One scorecard for human and AI agents

Your people and your AI agents, graded the same way.

Findings acted on by the team that runs your calls

ShyftOff coaches the agents who take the next call.

Talk to Sales
Built on the ShyftOff platform

AI QA

Scores every human and AI agent call against your scorecard.

AI Agents

Handle Tier 1 calls, scored on the same rubric as your people.

Simulators

Turn QA misses into practice calls before the next live one.

Mission Control

Real-time performance, KPIs and cost for AI and human agents.

Agent CRM

The certified human bench behind every campaign.

Ways to run it

On our agents or yours

The same scoring, dashboards and Ask panel, whoever employs the agents taking the calls.

Included with your queue

ShyftOff-managed teams

Every call our certified agents and AI agents take is scored on your scorecard. Findings go straight to the ShyftOff team that coaches them.

On the platform, on its own

Your in-house team

Bring your call recordings and scorecard. Your supervisors get the same dashboards, call evidence and Ask panel for the agents you employ.

Frequently Asked Questions

Still curious? We’ve answered the most common business questions.

Have more questions?
Read our FAQ page. 
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Score every call across all your agents.

Set the KPIs and provide your scorecard. We’ll score every call and compare the results to help your agents improve.

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