Quality that pays for itself.
92%
Average AI Confidence in QA Scoring
24/7
Continuous monitoring, no shifts, no gaps
100%
Conversations scored —
not just sampled
not just sampled
10x
Faster QA reviews completed vs manual process
Three tiers. One platform.
All plans include core Auto QA. Upgrade as your quality programme matures.
Silver
Agent / month
Essential QA for growing teams
Includes:
Up to 500 minutes per agent / month
Standard email support
Core dashboard & conversation list
Auto QA scoring
Predicted CSAT score
Audio playback & transcripts
Deployment Criteria: minimum 50 agents
Gold
Agent / month
Advanced analytics for continuous improvement
Includes:
Up to 1000 minutes per agent / month
Priority email + chat support
All Silver features
Full QA scorecard with AI justification
Sigma-level analytics & Pareto analysis
Business Impact + ROI Calculator
Calibration & Coaching modules
Deployment Criteria: minimum 100 agents
Enterprise
Custom Pricing
Full platform with dedicated success team
Includes:
Unlimited interactions
Dedicated CSM + phone support
All Gold features
Custom scoring parameters & weights
SSO / SAML + API access
Impact Simulator & custom Sigma targets
Full onboarding & implementation
Deployment Criteria: minimum 1000 agents
Everything you need to know
A full breakdown of what's included in each plan. ✔ Yes = fully included · ✕ = not included · Partial labels indicate limited access.
Feature
Silver
Gold
Enterprise
📊 Dashboard & Reporting
Main Dashboard
Total interactions, avg QA score, predicted CSAT, revenue impact
✔
✔
✔
QA Score Trend Chart
Daily / Weekly / Monthly views
Weekly only
✔
✔
Top 5 Issues Panel
Dead Air, Policy, Wrong Info, Hold Time, Empathy
✔
✔
✔
Real-Time Alerts
Negative sentiment spikes, compliance risks, Dead Air
✕
✔
✔
Custom Date Range Filters
7-day only
✔
✔
💬 Conversations & Search
Conversations List
ID, date/time, channel, agent, sentiment, QA score, duration, flags
✔
✔
✔
Search & Filter
By channel, process, agent, QA score range
Basic
✔
✔
Quick Filters
Negative Sentiment, Compliance Risk, Low QA Score, High Dead Air
✕
✔
✔
Top Agents by QA Score
✕
✔
✔
Export Conversation Data
✕
✔
✔
🎧 Conversation Detail
Audio Playback
In-browser player with speed controls and scrubbing
✔
✔
✔
Full Transcript Viewer
Agent/customer turn-by-turn with search
✔
✔
✔
Sentiment Timeline
Visual waveform of sentiment shift across the call
✕
✔
✔
Detected Issues Panel
Dead Air, Negative Sentiment, Long Hold, Compliance flags with counts
Summary only
✔
✔
Share Conversation
✕
✔
✔
🤖 Auto QA Scorecard
Overall QA Score
AI-generated score out of 100 with confidence rating
✔
✔
✔
Score by Parameter
Greeting, Needs ID, Solution, Policy, Empathy, Closing, Call Control
All 7
All 7
All 7
Pass / Fail Status per Parameter
✕
✔
✔
AI Justification / Reasoning
Narrative explanation for each score
✕
✔
✔
Customisable Parameter Weights
✕
✔
✔
Custom Scoring Parameters
✕
✔
✔
📈 Advanced Analytics (Sigma Level)
Sigma Level Dashboard
Current sigma, DPMO, defect rate vs target
✕
✔
✔
Sigma Trend Chart
Daily / Weekly / Monthly trend with target line
✕
✔
✔
Sigma by Process
Billing, Technical Support, Account Management, Sales
✕
✔
✔
Pareto Analysis
✕
✔
✔
Histogram View
✕
✔
✔
Scatter Plot View
✕
✔
✔
Defect Breakdown by Issue Type
✕
✔
✔
Custom Sigma Target Setting
✕
✕
✔
Full Analytics Report Export
✕
✕
✔
💼 Business Impact
Cost of Poor Quality (COPQ)
Monthly COPQ and revenue leakage estimate
✕
✔
✔
Impact by Issue
Revenue impact per issue type
✕
✔
✔
Impact Simulator
Slider-based scenario modelling for potential savings
✕
✕
✔
Impact by Channel
✕
✔
✔
🧮 ROI Calculator
ROI Summary (Annual)
Cost saved, QA efficiency gain, revenue protection, total annual benefit
✕
✔
✔
Customisable Input Assumptions
Agents, FTE cost, interactions, handle time, error/defect rate
✕
✔
✔
Investment & ROI Payback Period
✕
✔
✔
😊 Surrogate CSAT
Predicted CSAT Score
AI-predicted CSAT with confidence level
✔
✔
✔
Drivers of CSAT
Agent Behaviour, Resolution, Time & Effort, Sentiment/Tone
✕
✔
✔
CSAT Trend (Predicted vs Actual)
✕
✔
✔
CSAT Model Customisation
✕
✕
✔
🎯 Calibration Module
Evaluator vs AI Comparison
Side-by-side scores for same calls across evaluators
✕
✔
✔
Calibration Summary
Average variance, agreement %, calibration score
✕
✔
✔
Variance by Parameter
✕
✔
✔
Multi-Evaluator Calibration Sessions
✕
✕
✔
Calibration Session Reports
✕
✕
✔
🏋 Coaching, Access & Admin
Coaching & Actions Module
✕
✔
✔
Admin / Configuration Panel
Basic
✔
Advanced
Role-Based Access Control
✕
✔
✔
SSO / SAML Integration
✕
✕
✔
API Access
✕
✕
✔
Sample Size Calculator
✕
✔
✔
Dedicated Customer Success Manager
✕
✕
✔
Onboarding & Implementation Support
Self-serve
Guided
Full
Ready to unlock the
in your customer data?
Book a personalised demo with our team. We'll show you exactly how i_Nova would work across your specific data sources and CX challenges.
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