AI-powered quality assurance for every call
Evaluate agent performance, detect compliance issues, and identify coaching opportunities at scale. Score calls against customizable COPC rubrics or run free-form analysis - no manual listening required.
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Everything you need to manage
call center quality
From automated transcription to structured scoring, Uspeech covers the full QA workflow.
Evaluate calls consistently at scale with built-in COPC methodology.
COPC Evaluation
Score calls against weighted rubrics with criterion-by-criterion assessment, critical error detection, and automated pass/fail determination
Calls Analysis
Run free-form call quality analysis to extract topics, identify agent mistakes, flag missing protocol steps, and assess goal completion
Evaluation Rubrics
Create custom rubrics with weighted criteria, sections, and critical error flags. Import criteria from CSV or build them in the visual editor
Critical Error Detection
Flag non-negotiable requirements like identity verification or compliance disclosures. A single critical failure automatically scores the call at 0%
Performance Dashboard
View aggregate KPIs including average scores, passing rates, critical error counts, and per-criterion breakdowns across all evaluated calls
Batch Processing
Evaluate dozens or hundreds of calls simultaneously with consistent scoring. Export results to Excel, Word, or PowerPoint for reporting
Structured scoring with full transparency
Every call receives a detailed criterion-by-criterion evaluation with AI-generated justifications and direct transcript quotes. Scores are color-coded and aggregated into dashboards so you can spot trends instantly.
- Per-criterion scores with justifications and supporting quotes from transcripts
- Critical error detection that auto-fails calls on non-negotiable criteria
- Aggregate dashboards with average scores, passing rates, and criterion breakdowns
From call recordings to quality scores
in three steps
Upload calls and create
an evaluation rubric
Upload call recordings for automatic transcription with speaker identification. Then define your evaluation rubric with weighted criteria, sections, and critical error flags - or import from CSV.
Run COPC evaluation
or calls analysis
Select your calls, choose COPC Evaluation or Calls Analysis, and pick your rubric. The AI evaluates each call against every criterion with supporting evidence from the transcript.
Review scores and
export reports
View results in an interactive dashboard with KPI cards, criterion bar charts, and expandable call details. Export to Excel for deeper analysis or PowerPoint for stakeholder presentations.
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