Daily Reports
Your morning briefing just got smarter. EmberQA now delivers intelligent daily reports that automatically surface the most important trends, compliance issues, and coaching opportunities from the previous day. No more digging through dashboards - just open your email and get the insights that matter most, written in plain English and ready to act on.
Training Plans
Onboarding new hires just became systematic. Create structured training plans that guide agents through your quality standards, then track their progress automatically. EmberQA monitors how quickly new hires improve and flags when someone needs additional support, so you can build consistency across your entire team.
Filter by Metric Missed
Finding patterns in quality gaps is now instant. Filter your QA results by specific metrics that agents missed - whether it's compliance requirements, greeting standards, or documentation accuracy. This makes it effortless to identify systemic issues and target coaching where it'll have the biggest impact.
Improved Agent Silence Detection
We've enhanced our silence detection to more accurately identify when agents take too long to respond during conversations. This helps you catch moments where customers might be waiting unnecessarily and coach agents on maintaining conversation flow.
Team Grouping
Organize agents into teams and view performance data by group. Compare how different teams are performing, identify which groups need additional coaching, and track improvements across your organizational structure. Perfect for contact centers managing multiple departments, locations, or specialized teams.
These updates continue our mission to automate the busywork of QA while giving you deeper insights into agent performance. As always, all features are available to existing customers at no additional cost.
Questions about these features? Reach out to your account manager or see a demo to see them in action.
