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A QA review is a QA’s own scoring of a call, done whenever they choose. It sits next to the AI’s score and doesn’t replace it; to change the official score of a call, the agent disputes it and a QA resolves the dispute. In Ringg Analytics: Sidebar → Interactions → open a call. Owners, admins and QAs can review.

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Review a call

1

Open the call

Open it from Interactions, or Open full page for more room.
2

Rate the parameters you check

Expand a category and pick a rating for each parameter you check, with a comment saying why. Parameters you don’t rate keep the AI’s rating in your Human score.
3

Mark the call fatal if it is

Tick Mark interaction as fatal to set the Human score to 0, whatever the ratings, and say why.
4

Save

Click Save review, or Discard to drop your changes.
The scorecard shows AI and Human scores side by side.
Call Analysis for a Missed EMI follow-up call by Arjun Mehta with the recording, the transcript, and AI 85 next to Human 95, a View detailed comparison link and the Mark interaction as fatal option

A reviewed call: the AI scored 85, the QA 95

View detailed comparison lists the parameters where you and the AI disagree, or says “Fully aligned”. Every save is kept in the call’s review history, marked Added, Edited or Cleared, with who made it.

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Rules

  • A QA set to Rate and comment on every parameter can’t save until each parameter has a rating and a comment: “Rate and comment on every parameter to save: N left.” Clearing a whole review is always allowed.
  • A QA in Blind review sees AI ratings, reasons and summaries as *** while they score, so their ratings stay independent. Admins set both on Team (see QA settings).
  • Use Human Evaluation in the Interactions filter to list reviewed or unreviewed calls.

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Share reviews with agents

To email the agent each time a QA saves a review, add a notification trigger that starts when A QA reviews a call. The ready-made QA Review Shared template lists the QA’s score against the AI’s and every rating and comment. See Notifications.

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Next steps

Notifications

Email agents when a QA reviews their call.

Review a dispute

Re-score a call an agent disputed.

Report cards

Turn reviews into coaching.