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unitQ Guides

Turn customer feedback into better products

Comparisons, how-to playbooks, and plain-language definitions for teams turning customer feedback into product, support, and CX decisions. Search the library or start below.

Featured guides

A hand-picked starting point across comparisons, playbooks, and definitions.

ComparisonsBest AI support QA platforms compared for 2026

Eight AI support QA platforms compared on coverage, AI agent scoring and independence.

Read the guide →ComparisonsBest secure support QA platforms compared for 2026

Seven support QA platforms compared on SOC 2 reports, PII redaction, HIPAA and deployment control.

Read the guide →How-to guidesHow to QA Support Tickets: A Step-by-Step Guide

A seven-step guide to QA support tickets, from defining your standard to coaching and full coverage.

Read the guide →How-to guidesHow to QA AI customer support agents

An eight-step playbook to QA AI support agents: test before release, score every live conversation.

Read the guide →How-to guidesHow to Measure AI Agent and Chatbot Conversation Quality: A Practical Framework

A practical framework to score AI agents and chatbots on resolution, accuracy, tone, and escalation.

Read the guide →ComparisonsThe 6 best Observe.AI alternatives in 2026

Six Observe.AI alternatives compared on voice AutoQA, real-time assist, and an independent grader for in-house teams, BPOs and AI agents.

Read the guide →How-to guidesHow to build support QA scorecards that agents trust

Build QA scorecards agents trust: observable criteria, fair weights, auto-fail rules, and calibration.

Read the guide →How-to guidesHow to monitor BPO quality on one independent scorecard

Grade every BPO and in-house support team on one scorecard you own, applied by an independent grader.

Read the guide →How-to guidesHow to audit AI agent handoffs to human agents

How to audit AI agent handoffs: the escalations the bot made, and the ones it should have made.

Read the guide →GlossaryWhat is AI agent QA?

AI agent QA defined: scoring AI agents on customer conversations with the rigor used for human agents.

Read the guide →GlossaryWhat is support QA (quality assurance)?

Support QA defined: scoring support conversations for accuracy, tone, compliance, and resolution.

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Support QA guides

How to grade in-house and BPO teams on one scorecard you own and audit AI agents independently, from writing the rubric to running an AI agent POC.

The AI agent POC playbook: run a bake-off you can trust

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