iQuality
Find the service mistakes that keep creating more work
iQuality is designed to review real customer conversations against criteria your team agrees, link each finding to the messages behind it, and turn recurring problems into focused coaching.
Does this sound familiar?
A manager can see that someone replied, but rarely whether the answer was accurate, on time, professional and followed through. Customers come back about the same issue, and a complaint or a single score arrives without the examples needed to fix the response.
What it costs the business
The same mistakes repeat, staff time goes into avoidable repeat contacts, and coaching relies on impressions instead of real cases.
Built for
- Customer service directors who need to know how conversations are actually handled
- Service managers and team coaches
- Customer experience leaders responsible for consistent service
From problem to gain
What changes when the work moves into one place.
The situation
- The same mistakes repeat, staff time goes into avoidable repeat contacts, and coaching relies on impressions instead of real cases.
What your team does
- Review against agreed criteria
- Findings linked to evidence
- A person confirms every assessment
What it produces
- An evidence-linked assessment that a manager has reviewed
- A coaching action tied to a real conversation
- A later review that shows whether the problem recurs
What you gain
- Coaching aimed at the problems that actually recur
- Fair assessments a manager can stand behind
- Less avoidable rework from repeat contacts
The difference it makes
Coaching aimed at the problems that actually recur
How
Designed so every finding is linked to the conversation and messages it came from, so a coach works from real cases rather than impressions.
Fair assessments a manager can stand behind
How
Designed so a person reviews every assessment and can correct it. A score is evidence for a manager, never a verdict.
Less avoidable rework from repeat contacts
How
Designed to record a coaching action and a later comparable review, so the team can see whether the problem comes back.
How it fits together
What it does
- Review against agreed criteria
- Findings linked to evidence
- A person confirms every assessment
What your team gets
- An evidence-linked assessment that a manager has reviewed
- A coaching action tied to a real conversation
- A later review that shows whether the problem recurs
How your team uses it
Reviewer
Samples a conversation from the shared inbox and assesses it against the agreed criteria
- Output
- An assessment linked to the messages behind it
- Next owner
- Service manager
Service manager
Confirms or corrects the assessment
- Output
- A reviewed finding the team member can see and discuss
- Next owner
- Team coach
Team coach
Records a coaching action on the real case and sets a later review
- Output
- Coaching with a follow-up check on whether the problem returns
- Next owner
- The team member, then the reviewer at the next review
Inside iQuality
Review against agreed criteria
Designed to assess conversations against the quality criteria your team agrees, such as accuracy, timeliness, tone and follow-through.
Findings linked to evidence
Designed so every finding points to the conversation and the messages behind it, not to an impression.
A person confirms every assessment
Designed so a reviewer confirms or corrects each assessment before it is used for coaching.
Coaching on real cases
Designed to turn a confirmed finding into a coaching note for the team member, followed by a later review of whether the problem recurs.
Protected team summaries
Designed to share team-level summaries only, with small groups suppressed so no individual can be singled out.
Company-owned channels only
Designed for conversations in the company's shared inbox, under a transparent workplace policy, with role-based access and an audit trail. Personal phones and personal accounts are never reviewed.
Illustrative example — assumed inputs, not a customer result
What if comparable workloads produced fewer repeat contacts?
Assumed inputs
- Additional repeat contacts in a month, scenario A
- 200 contacts
- Additional repeat contacts in a month, scenario B
- 150 contacts
- Minutes per repeat contact, assumed
- 12 minutes
What the assumptions give
50 fewer repeat contacts × 12 minutes = 10 staff hours in that month. That is capacity for other customer work, not a cash saving, and it counts only if issues are genuinely resolved rather than closed early.
What a pilot would measure
Repeat contacts about the same unresolved issue within an agreed follow-up window, for comparable workloads on company-owned channels.
How to start / What this requires
iQuality is on the roadmap. As designed, it reviews conversations held in iConnect Inbox, which is in controlled rollout, and needs these in place.
First step
Start with a tailored demoWe walk through your own workflow with you and confirm which of the requirements below apply to your team.
What needs to be in place
- iConnect Inbox (Controlled rollout): the company-owned conversations it reviews.
- Quality criteria your team agrees, by team, channel or type of conversation.
- Named reviewers and coaches, each with the right role.
- A transparent workplace policy that tells staff how their conversations are reviewed.
What you gain by connecting it
Selected combinations, not every possible pair. Each connection shows how far it has been proven, so you can tell what has been shown working from what is still planned.
How to read the connection labels
- Demonstrated in testing
- Shown working in our testing, on code that is not yet released to customers.
- Configured per deployment
- Depends on setup for your deployment, such as a connected channel or approved knowledge.
- Planned
- Not built yet. Shown to explain the intended workflow.
Quality review of real conversations
iQuality is designed to let reviewers sample conversations straight from iConnect Inbox (Controlled rollout), so findings point to the actual messages. Including drafts from iSupport AI (Controlled rollout) in the review is not built yet.
Works with
iSupport AI (5)Controlled rolloutiConnect Inbox (6)Controlled rolloutSee the full workflowConnections
- iConnect InboxiQuality
- Sampled conversation for review
- Demonstrated in testing
- iSupport AIiQuality
- AI drafts included in quality review
- Planned
Protected summaries for leadership
Team-level quality summaries, with small groups suppressed, are designed to appear for leaders in iSight (Roadmap). Individual results would stay out of that view.
Works with
iSight (10)RoadmapSee the full workflowConnections
- iQualityiSight
- Protected team summary
- Demonstrated in testing
Suggested solutions
Complete workflows this product takes part in.
Related pages
- iConnect Inbox (6)Controlled rollout
- iSight (10)Roadmap
- iSupport AI (5)Controlled rollout
Good to know
We would rather you knew the current limits before a demo than after it.
- Roadmap: iQuality is planned and not yet offered. Request a demo to discuss your service-quality goals.
- Company-owned channels only. Personal phones, personal messaging accounts and personal email are never monitored.
- A score supports a manager's judgement. It does not establish fault, and an automated assessment is not always correct.
- Sharing quality results with iKPI (Roadmap) is a planned connection that is not built yet, and it would be separately governed.
- Response-time targets and alerts for overdue conversations are Planned.
Technical details
For technical evaluators: records, roles, inputs and setup, as far as current evidence supports them.
Show the technical details
- What is reviewed
- In the current design, a review always concerns a conversation handled by a person on your team. Reviewing AI drafts is Planned.
- Roles
- Designed with separate reviewer, coach and team-member roles. Team summaries need their own permission, which a team member does not have.
- Privacy safeguards
- Designed so team summaries suppress any group below an agreed minimum size, so results are never shown for one person.
- What a pilot would measure
- Repeat contacts about the same unresolved issue, coaching completed on reviewed evidence, recurrence after coaching, and resolution adjusted for quality.
Questions and answers
What is iQuality?
iQuality is a planned iConnect product, built by iConsultants, for reviewing the quality of customer conversations and coaching the team on real cases. It is on the roadmap.
How is iQuality different from iKPI (Roadmap)?
iQuality evaluates conversation quality and supports coaching. iKPI, which is on the roadmap, measures configured operational performance, such as where work waits between departments. Sharing quality results between them is a planned connection that is not built yet, and it would be separately governed.
Will it review my staff's personal WhatsApp?
No. iQuality is designed only for company-owned conversations in the shared inbox, under a transparent workplace policy. Personal phones and personal accounts are never monitored.
Does a score decide who is at fault?
No. A score is evidence for a manager to review and correct, never a verdict. People make coaching and employment decisions.
Can I start using it today?
Not yet. iQuality is on the roadmap. Request a demo to discuss your service-quality goals, and we will show where it fits beside iConnect Inbox, which is in controlled rollout.
Discuss your service-quality goals
Tell us how you review customer conversations today and which problems keep coming back. We will reply to arrange a conversation.