[Customer Beta] Smart QA

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Front’s Smart QA (quality assurance) feature accelerates time-consuming manual QA processes with AI, giving support leaders a complete view of agent performance, without the need for manual ticket-by-ticket reviews. Configure your scorecard to automatically score the selected criteria, and display them in the plugin panel for email conversations.

Leverage Smart QA to improve team performance and ensure a consistently high-quality customer experience. AI-generated information for agent performance is provided as guidance for your own decision-making. Please rely on your own assessment and analysis or that of experts for significant decisions.

The Smart QA workflow in Front is as follows:

1. Set up scorecard criteria in company preferences

2. Create a rule using the Assess quality assurance rule template

   1. Select time period to trigger rule

   2. Select shared inboxes

3. Review QA results in plugin panel when viewing conversations

AI automatically scores conversations on the following criteria:

Solution

1. Comprehension

2. Solution offered

Communication

1. Brevity

2. Conversation opening

3. Empathy

4. Friendliness

5. Grammar & spelling

6. Information gathering

7. Personalization

8. Professionalism

9. Readability

10. Tone

Proactivity

1. Adaptability

2. Demo offered

3. Upsell

Step 1

Click the gear icon on the top right of Front and into the Company settings tab.

Step 2

Select Preferences in the left sidebar, then click the Smart QA scorecard tab. Click Add criteria.

Step 3

You’ll see a pop-up with a list of criteria you can add to your scorecard. Select the one you’d like to add.

Step 4

Refine the criteria fields as needed, then click Save when finished. You can return to this page at any time to edit or delete the criteria.

Step 1

Click the gear icon on the top right of Front and navigate to the workspace you want to create a rule for.

Step 2

Click Rules and macros in the left menu, then click Create rule. Select the Assess quality assurance template from the rule library.

Step 3

Give your rule a name, set a time period for the trigger, select the inbox(es) this rule should apply to, and add any additional conditions as needed.

Click Create when finished.

Step 4

When QA is completed on a conversation, you’ll see the action in the conversation’s activity history.

Once Smart QA is completed on a conversation, you can access the results using the Smart QA integration in the plugin panel in the right-hand sidebar. 

If you don’t see the QA integration, see this article to review how to pin integrations to your sidebar.

In Front Analytics, admins can navigate to the Smart QA report to review team performance. Use the dropdown menu to select which criteria to include in the report, and scroll to the right to view the rest of the table.

Click on a teammate to view the conversations used to calculate their results for the selected timeframe.

This feature is only available for email channels. Support for other text-based channels is on the roadmap for future updates.

Only English is supported at this time.

Not yet, but this is on the roadmap for future updates.

Not yet, but this is on the roadmap for future updates.

Only users participating in the beta can see the QA results in the plugin panel.

See this article for additional AI FAQs.

This feature is free to use during beta, but will be moved into a paid add-on in the future.