100%
Connected conversation coverage
The independent quality layer for support
Score support conversations from human agents, BPOs and AI agents on your rubrics, then coach people and fix bots with evidence.
The hybrid support quality blind spot
Support now runs on human agents, BPOs and AI agents at once, and most QA tools were built for only one of them. Teams can't see what's failing until customers feel it.
AI and bot vendors grade themselves
The vendor that sold you the AI agent also reports on how well it performs. An independent grader scores the same conversations on your rubric instead.
Journeys span too many systems
Customers move between voice, chat, email, messaging and bots, often across more than one helpdesk. Quality needs one view across all of them.
Sample QA misses most of reality
Reviewing a small sample leaves most issues, handoffs and coaching moments unseen.
Problems surface weeks too late
CSAT drops and churn show up after the damage is done. Flagging misses as conversations are scored gives teams time to act.
Score 100% of your connected conversations. Then act on what fails.
unitQ Support QA is the independent quality layer for support. Use one scorecard or many, shaped to your process, for in-house teams, BPOs and AI agents, including bot-specific checks for loops, false containment and handoffs. Either way, it scores 100% of your connected conversations.
Independent
unitQ doesn't sell the agent, the platform or the labor it grades, so scores stay neutral for human agents, BPOs and AI agents.
Your rules
Write rubrics in your own words, and test them on real conversations in Testbench before scores go live.
Next action
Every miss comes with transcript evidence, so managers can coach agents and teams can fix bots.
See quality across the conversations you connect
Stop guessing from a sample. See quality on the conversations you actually connect.
unitQ Support QA scores 100% of your connected support conversations, not a sample, so coverage doesn't depend on reviewer hours. It covers chat, email, messaging, voice and IVR (automated phone menus), through integrations with platforms such as Zendesk, Salesforce Service Cloud, Intercom, Freshdesk, Kustomer, Amazon Connect and Five9.
Set the standard for quality
Quality means what you say it means for agents and bots.
Define quality your way: empathy, tone, compliance, deflection and your process steps. Use one scorecard or many, shaped to how your teams work, for human agents, BPOs and AI agents, including bot-specific checks for loops, false containment and bad handoffs. Your team sets the rules before scores go live, and unitQ Support QA scores 100% of your connected conversations against them.
Spot where the process breaks
Catch missed steps while you can still coach.
Track process adherence across the conversations you connect, so missed steps don't hide in a sample. Spot skipped verification, weak handoffs and escalations that never happened.
Coach with evidence from real conversations
Give managers something real to coach from.
When a conversation misses your standard, you get the miss plus proof from the transcript. Open coaching tasks, track trends by agent, and separate process gaps from knowledge gaps so managers coach what actually broke.
Grade AI agents independently
Your AI vendor shouldn't be the only one checking its work.
unitQ Support QA grades AI agents from Sierra, Ada, Decagon and Intercom Fin alongside your human teams. It scores failed intents, fallback loops, incomplete handoffs and deflection quality on your rubric, not on the vendor's own report.
See which quality misses hit the numbers that matter
Scoring only matters if it changes what you do next.
Spot misses customers feel
Failed handoffs, weak resolutions, tone problems, and skipped steps drive escalations and churn risk. See the patterns before your KPIs move.
Prioritize fixes by impact
Trends show where agents need coaching and where bots keep failing. Focus on the behaviors tied to the outcomes your leaders watch.
Align ops and product
With unitQ Monitor, quality themes can sit beside contact reasons and product issues, so support and product work from the same view.
Coverage that doesn't depend on reviewer hours
unitQ Support QA scores 100% of your connected support conversations, not a sample, so coverage doesn't depend on reviewer hours.
See unitQ Support QA in action
Grade support on your standards. Coach agents and fix AI with evidence, not vendor self scores.
Get a demoFAQ
unitQ Support QA is an independent quality assurance (QA) tool that scores support conversations from human agents, BPOs and AI agents against your own rubrics. It shows where agents need coaching and where bots fail, with evidence from the transcript.
unitQ Support QA is an independent grader. unitQ doesn't sell the AI agent, the helpdesk platform or the BPO labor it grades, so it scores each of them on your rubric rather than the vendor's own report.
unitQ Support QA grades AI agents from Sierra, Ada, Decagon and Intercom Fin alongside your human teams. It scores failed intents, fallback loops, incomplete handoffs and deflection quality.
Whichever fits your process. unitQ Support QA uses one scorecard or many, shaped to how your teams work, for in-house teams, BPOs and AI agents, including bot-specific checks for loops, false containment and handoffs. Either way, it scores 100% of your connected conversations. Testbench lets you test your rules on real conversations before scores go live.
unitQ Support QA scores chat, email, messaging, voice and IVR conversations. Integrations include Zendesk, Salesforce Service Cloud, Intercom, Freshdesk, Kustomer, Amazon Connect and Five9, with voice through Five9 and Amazon Connect.
unitQ is HIPAA, GDPR and CCPA compliant and SOC 2 Type II certified. unitQ removes personally identifiable information (PII) in its data pipeline before any data is stored or analyzed, including the support conversations unitQ Support QA scores.
Sample-based QA reviews a small slice of conversations, so most issues stay invisible. unitQ Support QA scores 100% of your connected support conversations, not a sample, so coverage doesn't depend on reviewer hours. You choose which sources to connect.
unitQ Support QA helps with agent coaching by surfacing scored misses with evidence from real conversations. Managers get concrete coaching moments about handling, tone, and process steps instead of targets pulled from a thin sample.
unitQ Support QA is the quality layer for support interactions. With unitQ Monitor, quality misses can appear alongside contact reasons and product themes, so quality and product stay connected. unitQ Support QA does not replace unitQ Monitor. It works alongside it.
Yes. supportQ is the earlier name for unitQ Support QA. It's the same product.