CX QA Scoring with AI: 100% Coverage, Not a 2% Sample
Support QA has always run on sampling: a team lead scores a handful of calls a month per agent and hopes the sample is representative. It isn't — and agents know which behaviours only show up when nobody's listening. Meanwhile the coaching conversation happens weeks after the call it's about.
Ask Loopion Coach scores every captured call against a full QA scorecard: opening and verification, discovery and diagnosis, empathy, accuracy of resolution, expectation setting and wrap-up — plus the cross-cutting signals traditional QA misses, like dead-air handling, talk-overs, tone drift and escalation judgement. And because it quotes the evidence, coaching conversations start from facts.
What the Coach scores — element by element
Ask Loopion Coach evaluates CX QA Scorecard the way a rigorous practitioner would: each element scored Strong / Partial / Missing, each judgement backed by a quote or specific moment from the real conversation — never a single overall number with no breakdown.
Opening & verification
Proper greeting, identity/account verification where applicable, and the agent setting the frame for the call.
Discovery & diagnosis
Did the agent ask enough questions to find the real issue — including the issue behind the stated issue — before jumping to a fix?
Empathy & acknowledgement
Was frustration acknowledged specifically and genuinely — not a scripted 'I understand your frustration' while ignoring its content?
Accuracy of resolution
Was the fix actually correct and complete — and did the agent avoid guessing where they should have checked or escalated?
Expectation setting & wrap-up
Clear timelines, named owners, the issue summarised back, and confirmation the customer agrees it's resolved — no vague 'someone will get back to you'.
Cross-cutting signals
Hold and dead-air handling, talk-over incidents, escalation judgement (neither refusing warranted escalations nor escalating what they should own), and tone consistency start to finish.
The failure patterns it catches
Frameworks fail quietly. These are the patterns the Coach flags specifically — with the evidence quoted, so the coaching conversation starts from facts rather than recollections:
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Scripted empathy phrases deployed while the customer's actual complaint goes unaddressed
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Agents who jump to the first plausible fix without finding the issue behind the issue
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Vague wrap-ups — no timeline, no owner, no confirmation the customer considers it resolved
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Escalation patterns invisible to sampled QA: the agent who never escalates, and the one who always does
What you can ask
The Coach lives inside Ask Loopion. Ask in plain language — about one call, one person, one deal, or the whole team across a quarter:
Score today's calls for the support team against our QA scorecard
Which agents use scripted empathy without addressing the actual complaint?
Where did we give an inaccurate resolution this week?
Which calls ended without confirming the customer agreed it was resolved?
Who escalates too much — and who refuses escalations they shouldn't?
How has Maria's QA score trended since her coaching plan started?
Who uses it
Contact-centre leaders replace 2% sampling with full coverage; QA teams shift from scoring calls to coaching agents; team leads use quoted evidence to make feedback specific — and workspaces can replace the built-in scorecard with their own via custom frameworks.
How the platform backs it up
Every meeting captured
Loopion joins your Teams and Zoom meetings automatically and transcribes them in 99 languages — the Coach evaluates real conversations, not self-reported summaries.
Evidence, not opinion
Every score is backed by a quote or specific moment from the transcript. You can check every judgement.
Coaching that gets executed
Evaluations end with concrete actions — and Loopion's carry-forward brings unfinished coaching actions back into future meetings until they're done.
Defaults per team
Set CX QA Scorecard as the default framework for the right team in Settings → Ask Loopion Coaching, and every evaluation automatically uses it.
Or bring your own
Workspaces can define custom frameworks — your in-house methodology, scorecard or rubric — and the Coach evaluates against your criteria with the same element-by-element rigour.
Coach every cx & support conversation against CX QA Scorecard — automatically
Ask Loopion Coach is included in the Business and Enterprise plans. Every call scored, every judgement evidenced, every coaching action tracked to completion.