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LiveConnect

Create QA forms and score conversations

Build rubrics, calibrate reviewers, and correlate QA with CSAT.

18 min Intermediate QA Lead, Supervisor Updated Sep 1, 2025
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Overview

Build rubrics, calibrate reviewers, and correlate QA with CSAT.

Prerequisites

None.

Permissions required

qa:configure qa:score

Downloads & Templates

QA rubric CSV

Template

Steps (3)

Estimated: 18 min
  1. 1

    Create a rubric

    QA Lead 7 min Back to top

    QA → Forms → New. Add categories (Accuracy, Empathy, Compliance) and weights.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Score recent chats

    QA Reviewer 6 min Back to top

    Open completed sessions; apply the rubric and leave coaching notes (whisper history visible).

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Correlate with CSAT

    QA Lead 5 min Back to top

    Use InsightLake to compare QA scores vs CSAT and sentiment trend.

    Tips

    —

    Validation

    —

    Success criteria

    • Teams identify training opportunities; QA uplift improves CSAT.

About this guide

LiveConnect brings every customer conversation into one queue—web chat, Instagram/Facebook DMs, WhatsApp/SMS, Telegram, and email handoff—so teams never miss a moment. Agents work faster with AI reply drafts, KB suggestions, and one-click ticket creation in Agent Desk. Supervisors manage skills routing, concurrency, SLAs, and wallboards. All messages, files, and actions are logged to Chronicle; attachments are virus-scanned via SecureStore. Built on Chat Core orchestration for reliable routing, triage, and guardrails.