Quality Management helps you evaluate agent performance and deliver better customer service by bringing call recordings and scorecards together in one place.

The feature makes it easy to review interactions, assess key behaviors, and spot coaching opportunities that support long-term improvement.

You can manage everything from the Quality Management tab in your insightful dashboard. With customizable scorecards and full access to call data, you can align evaluations with your team’s goals, whether that’s improving soft skills, ensuring compliance, or resolving issues more effectively.

Keep reading to learn how to access recordings, build scorecards, and start evaluating calls.

The Evaluation page is where you’ll review calls so you can score them.

You’ll see a list of completed calls pulled from your connected VoIP tool. You can filter by date or agent to find the ones you need.

Each call entry includes:

Once an evaluation is submitted, the results are saved on the same page so you can track performance over time.

Scorecards let you assess each call based on the criteria that matter most to your team.

You can create and customize scorecards within each individual Project and choose the rating scales that reflect your internal QA process.

During a review, just select the scorecard you want to use, fill it out, and submit your evaluation. The results are automatically added to the agent’s evaluation history.

Evaluations are enriched with additional context from Insightful’s activity tracking.

From the Segment page, you can also view:

These insights give you a more complete picture of performance, helping you evaluate both the quality of the call and the surrounding work context.