Agent QA at scale — every call scored, every trend visible
Stop sampling 2%.
Score every call.
Your QA team reviews a handful of calls per agent per week. Harmony scores all of them — and surfaces the coaching opportunities, compliance gaps, and performance trends hiding in the other 98%.
Pulling scorecard results across all agents for this week...
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QA that actually covers the floor
Harmony scores every call automatically, surfaces coaching tied to specific moments, and gives operations leaders the full picture — not a 2% sample.
Every Call Scored. No Exceptions.
Define your QA criteria — script adherence, compliance checks, resolution quality, empathy indicators. Harmony evaluates every single call against them. Your QA team stops listening to random samples and starts acting on patterns.
Coaching Anchored to the Call
Managers select the exact moment an agent missed a step or handled a situation well. Feedback links to the clip, the transcript, and the score. Agents know precisely what to fix — and precisely what they did right.
Real-Time Visibility Across the Floor
Dashboards show agent performance, team trends, compliance rates, and score distributions — updated after every call. Supervisors spot problems the day they start, not during the monthly review.
Benefits
See every call. Coach every agent. Miss nothing.
Replace random sampling with complete coverage
Your QA team listens to maybe 5 calls per agent per week. That's your view of quality. Harmony scores every call — hundreds or thousands per day — against your criteria. The sample size is 100%. Patterns that took months to notice show up in days.
Cut average handle time with targeted coaching
When you can see exactly where agents lose time — long holds, repeated explanations, unnecessary transfers — coaching gets specific. Agents don't get "be more efficient." They get "at 2:14, here's where you could have resolved it."
Catch compliance violations the day they happen
Required disclosures, identity verification, regulated language — Protocols check every call automatically. Violations get flagged immediately, not discovered during a quarterly audit. The risk window shrinks from months to hours.
Identify your top performers and replicate what they do
Harmony shows you who consistently scores highest — and what they actually do differently. Talk ratios, resolution approach, de-escalation patterns. Turn your best agents' habits into the team's standard.
Onboard new agents faster with real examples
New hires learn from actual calls, not a training manual written three years ago. Pull the highest-scored calls for any scenario — difficult customers, complex products, compliance-heavy interactions — and build a library your trainers can use.
Give leadership operational data without manual reporting
Call volume, resolution rates, QA scores, compliance gaps, coaching completion — all rolling up into dashboards automatically. Your ops team stops building weekly reports and starts acting on what the data says.
Works with your favorite tools
Connect Harmony with the apps your team already uses every day.
