Walk through ingest, AI quality scoring, speech analytics, real-time coaching, compliance detection, and the executive dashboard. The same platform that scored 2.5 billion interactions last year.
No form. No sign-in. Use the sticky tour bar to jump steps, or scroll. ICMI Best Technology Solution 2025.
QEval Tour
Step 01 of 07
Most contact centers grade their agents on a sample. A QA team listens to a handful of calls per agent per month, scores them, and assumes the rest of the queue looks the same. It does not. Here is what that gap looks like at scale.
Every invisible call is a CSAT event you did not see coming. At a 97 percent coverage gap, your NPS is a lagging story about a queue you never graded.
Ungraded queue is guesswork coaching. Supervisors spend their week on the 3 percent of calls they heard, not the 97 percent their agents actually ran.
Your QA team grades 3 calls per agent per month. QEval grades every one. The scorecard becomes the whole queue, not a sample of it.
Every ungraded call is a PHI, PCI, or TCPA exposure you cannot attest to. Sampling is a regulator question you cannot answer.
100 calls. One day.
A QA analyst can grade 80 to 120 calls per month. At a 200-agent contact center running 200,000 monthly interactions, that is between 0.04 and 0.06 percent of the queue.
Every voice call, email, and chat is transcribed, scored, and tagged within minutes of the interaction ending. The grade your CFO sees on Friday is the grade of the work, not the grade of the sample.
Coverage is not a feature. Coverage is the entire premise. Everything else QEval does, scoring, coaching, compliance, dashboards, depends on it.
QEval Tour
Step 02 of 07
QEval ingests across every channel your contact center runs. Voice calls are transcribed by a healthcare-grade ASR engine that handles accent, crosstalk, and silence. Email and chat are parsed for thread, intent, and resolution state. Everything lands in the same scoring queue.
Every channel lands in the same scoring queue. Your omnichannel CSAT story runs on one data backbone, not six stitched tools.
Under 4 minutes from call-end to graded. Your coaches see Monday's calls before Monday's standup.
Voice, email, chat, SMS — one scorecard, one calibration, one grader. No tool-switching tax on the QA team.
Consent, redaction, and retention class are tagged at the moment of capture. Audit trail starts at minute zero.
Channels in scope
Average ingest latency from call-end to scored: under 4 minutes.
QEval Tour
Step 03 of 07
Your scorecard, your weights, your categories. QEval models learn the way your QA team grades, then apply that judgment to every call. The model never gets tired. Never gets behind. Never grades agent 0432 differently on Friday than on Monday.
The scorecard the executive team signs off on is the scorecard every call is graded against. Not a survey derivative.
Pass, fail, and coaching notes land before the agent clocks out. Coaching is same-day, not next-week.
Inter-rater agreement targets 100 percent against your QA team. Models are trained on your decisions, not generic templates.
Every scoring decision is logged, timestamped, and reproducible. Auditable by design.
QEval Tour
Step 04 of 07
QEval does not just transcribe. It reads the call. Sentiment by speaker by second. Intent classification across hundreds of categories. Silence and talk-over flagged automatically. The moment a call shifted from neutral to escalated, marked and timestamped.
The moments that move CSAT become findable across the queue, not one call at a time. Intent, sentiment, and silence become reportable signal.
Talk-over, dead air, and handoff patterns surface as team-level coaching themes, not anecdotes from the QA team.
Sentiment shift, intent drift, and script adherence become categorical signals your scorecard keys off of.
Silence and talk-over patterns flag supervisor attention on calls that carry regulatory exposure. Risk surfaces before the interaction closes.
Recovery arc detected. Marcus used the empathy phrase from his coaching playlist within 4 seconds of the escalation.
Moments detected on call CL-44197
QEval Tour
Step 05 of 07
Real-Time Agent Assist runs on the same model stack as QEval scoring. As the call unfolds, RTAA whispers the next-best phrase, surfaces the right knowledge article, and warns the agent before they say something that will fail QA. Coaching does not wait for the post-call review.
Saves happen in the call, not in the post-mortem. Retention and CSAT show up in the data within weeks, not quarters.
Supervisors stop reacting to yesterday's calls. RTAA compresses coaching into the moment the agent needs it.
The scorecard runs live. Agents see next-best-action at the criterion, not at shift-end.
TCPA, PHI, and PCI risks get intercepted in-call. Findings never become findings.
How RTAA fires
The loop closes inside the call. Coaching no longer waits for the Friday QA huddle. It happens in the sentence the agent is about to say.
The coaching loop closes here
Training recommendations and module library
When QEval scores a miss, it does two things. RTAA fires the next-best-action live. The coaching engine then recommends the specific training modules that close the skill gap, assigns them to the agent, tracks completion, and re-scores the next call against the same criterion to confirm the lift.
Saves happen in the call, not in the post-mortem. Retention and CSAT show up in the data within weeks, not quarters.
Objection handling dropped at price reveal
Pattern observed on 4 of last 12 calls. Recovery script not attempted.
Three modules matched against this miss. Confidence scored against your scorecard criteria, agent tenure, and prior completion data.
Module library
Objection Handling at Price Reveal
De-escalation: The First 30 Seconds
TCPA Consent Capture
Active Listening for Retention
Product Knowledge: Plan Tiers
Script Adherence Without Sounding Scripted
Modules author in-house, delivered by Melissa Wood and the L&D team. New modules built against your scorecard in days, not quarters.
Modules available across your scorecard categories
Average assignments per month on a 500-agent program
Module completion rate within 14 days of assignment
Average scorecard lift on the failed criterion after training
QEval Tour
Step 06 of 07
QEval runs Named Entity Recognition models trained on PHI, PCI, and PII categories. Sensitive data is detected, redacted from the stored transcript, and flagged for compliance review. The audit trail is the call. The audit trail is searchable.
Attestation becomes a byproduct of operations, not a quarterly fire drill. The trust story you tell the market is the trust story the platform delivers daily.
PHI, PCI, and TCPA signals land in the supervisor queue as they happen. Zero-breach posture is an operating habit, not a yearly audit.
Compliance criteria live in the same scorecard as quality. One grading loop. One system of record.
Named Entity Recognition at ingest. Redaction-by-default storage. TCPA: 0 findings on 14.2 million calls. Evidence on demand.
Patient: My name is [PII REDACTED], date of birth [PHI REDACTED]. I'm calling about my prescription for [PHI REDACTED]. My member ID is [PHI REDACTED] and I'd like to use my card ending in [PCI REDACTED] to refill it.
Patient: My name is Sandra Reyes, date of birth April 14, 1974. I'm calling about my prescription for metformin 500mg. My member ID is MR-440-7129 and I'd like to use my card ending in 4471 to refill it.
Etech has run regulated contact center programs continuously since 2003. Across healthcare, insurance, financial services, and public sector. Every call on QEval is a compliance receipt.
QEval Tour
Step 07 of 07
One screen. Every queue, every team, every metric that matters this week. Trends not snapshots. Drill from the executive summary into a single agent's coaching plan in two clicks. This is what your account team will hand you.
The C-suite view: CSAT, FCR, NPS, conversion, compliance, and retention on one screen. Drillable to one call in three clicks.
The operations view: queue health, coaching backlog, site-by-site, shift-by-shift. The Monday huddle has its data by Sunday night.
The QA view: calibration drift, scorecard category trends, and coach-to-agent impact over time.
The compliance view: flag volume by category, redaction audit trail, attestation dashboard for auditor review.
CSAT
First Call Resolution
Avg Handle Time
QA Score
Compliance Flags
QA Score by week / 16 weeks
+20 pt lift since program startCoaching backlog
Top movers this week
Category heat map / team x scorecard
for the CXO
KPIs on one screen. CSAT, FCR, AHT, conversion, compliance. Week-over-week and against target.
for the COO
Queue health by program. Heat map by team. Coaching backlog. Compliance flags by site.
for the supervisor
Individual scorecard. Trend by category. Coaching plan. Wins and lifts.
Pick the seat. See what QEval delivers for it.
For the chief experience officer
For operations leadership
For quality assurance teams
For risk, legal, and audit
What you have today
Quarterly QA samples
What QEval delivers
100 percent grading every shift.
What you have today
Week-late coaching reports
What QEval delivers
Real-time intervention during the call.
What you have today
Spreadsheet scorecards
What QEval delivers
Living dashboards by role.
What you have today
Random spot-checks for compliance
What QEval delivers
Continuous PHI / PCI / TCPA monitoring.
What you have today
Six analytics vendors loosely stitched
What QEval delivers
One platform built by the operator.
Numbers from production programs. Not pilots. Not labs.
Interactions analyzed
AI coverage
QA score lift
AHT reduction
TCPA findings on 14.2M calls
Read the full QEval Platform page for the technical detail. Or talk to an operator who has stood up programs like yours and can walk you through implementation in 30 to 90 days.
