Interactions are captured through more than 25 CCaaS, CRM, and telephony connectors, without changing existing tools. Voice interactions are evaluated through listening or transcription; written interactions (email, chat, messaging, and social media) are evaluated directly within the interface.

A single rubric can be applied to multiple channels, or tailored by channel when expectations differ—for example, regarding written work. The reports then compare the results by channel, team, and site.

Related Features: Conversation Monitoring · CRM Connectors · AI Agent Evaluation