Case Quality Auditor Analytics

The Case Quality Auditor is an AI-powered agent that evaluates the quality of closed customer support cases across all critical parameters. It automates quality assurance, reduces manual audit efforts, and ensures consistency across agents and regions. With each evaluation producing a 10-point quality score, teams can pinpoint areas for improvement and reward high performers. Currently, the Case Quality Auditor agent supports four analytics reports:

  • Overview

    • Average Sentiment

    • Average CQA Score

    • Compliance Score

    • Response SLA Compliance

    • Resolution SLA Compliance

  • Case QA Score Trends

  • SLA Compliance Trends

  • Case Details

Accessing the Case Quality Auditor Report

To view the analytics reports for the Case Quality Auditor, go to Analytics and select AI Case Quality Auditor from the Select AI Agent dropdown.

Fig. A snapshot of the AI Case Quality Auditor reports.

You will see all the reports and three filters:

  • Date Range: Select a time range for which you want to see results.

  • Account Name: View the reports only for one or more selected accounts.

  • Agent: View the reports only for one or more selected accounts.

Once you have configured the filters, click Apply.

Fig. A snapshot of the filters on Case Quality Auditor analytics report.

Overview

This section contains five tiles.

  • Avg. Sentiment: Each closed case in Salesforce is analyzed based on several factors and assigned a score. One of these factors is sentiment. Using NLP across all communication touchpoints, the agent determines the nature of the customer’s tone and assigns it a score on a scale of 1 (very negative) to 10 (very positive). Avg. Sentiment represents the average of these scores.

  • Avg. CQA Score: Besides sentiment, closed cases are analyzed on parameters such as accuracy of resolution, documentation quality, and customer engagement. Based on this analysis, each case is assigned a Case Quality Assessment (CQA) score on a scale of 1 (poor quality) to 100 (high quality). Avg. CQA Score is the average of all CQA scores assigned to cases.

  • Compliance Score: Each company has a list of parameters for which compliance is either mandatory or desired. These parameters are added to the Case Quality Auditor agent, which monitors each closed case for compliance and assigns it a score on a scale of 1 (not at all compliant) to 10 (fully compliant). The Compliance Score tile displays the average of these scores.

  • Response SLA Compliance: Each company using Salesforce typically has a service level agreement (SLA) with its clients. The Case Quality Auditor agent scores each closed case based on compliance with this agreement. The possible scores are: 1 (not at all compliant) and 10 (fully compliant). This tile shows the average of such scores.

  • Resolution SLA Compliance: Similar to Response SLA Compliance, this metric measures adherence to SLA terms for case resolution. The Case Quality Auditor agent evaluates each closed case and assigns a score from 1 (not at all compliant) to 10 (fully compliant). The tile displays the average of these scores.

Fig. A snapshot of the five tiles in the Overview report.

Case QA Score Trends

The report displays the average QA score from the past 24 hours. You can change the period using the Date Range filter. If multiple agents are selected, you'll see a trend line for each one.

Fig. A snapshot of the Case QA Score Trends report. Each trend line corresponds to an agent; a total of three agents are shown.

SLA Compliance Trends

This report displays the average SLA compliance scores for the selected time period. You can view only the Response SLA trends by clicking on the green button or only the Resolution SLA trends by clicking on the blue button.

The All button selects both trends. displays both trends and is the default setting. Inv inverts the current selection on the report. For example, if Response SLA is selected, clicking Inv will display the Resolution SLA trends

Fig. A snapshot of the SLA trends report.

Case Details

This report displays a list of all cases closed over a specified time period. It includes the following columns:

  • Case ID SU — SearchUnify internal case identifier (if available).

  • Case Number: The case ID in Salesforce.

  • Created Date: The date when the case was created.

  • Case Title: The subject of the case.

  • Account Name: The account associated with the case.

  • Agent Name: The agent who handled the case.

  • Initial Escalation Score: The likelihood of escalation when the case was logged.

  • Final Escalation Score: The likelihood of escalation when the case was closed.

  • Case Quality Score: The overall quality score for the case.

  • Action: Clicking the eye icon displays a list of 10 parameters along with the case’s rating for each.

    • Compliance & Security Adherence Score

    • Resolution SLA Score

    • Response Quality Score

  • The other seven metrics are calculated by the agent out-of-the box:

    • Sentiment Score

    • Documentation Quality Score

    • Resolution Accuracy Score

    • Technical Analysis Score

    • Response Quality Score

    • Issue Comprehension Score

Note: You’ll see N/A in two scenarios:

  • The field doesn’t exist in the source,

  • You don’t have permission to view it.