Quality AI Onboarding Guide

Overview

Quality AI is an advanced analytics platform that evaluates post-interaction customer conversations to enhance agent performance and improve the overall customer experience.

Originally part of Contact Center AI Interactions (CCAI), Quality AI is now decoupled to function independently or in conjunction with Agent AI or Quality AI Express through file ingestion.

This guide walks you through the onboarding journey, from account access to application setup and configuration.

Before You Start

Make sure you have the following prerequisites:

• Administrator access to your AI for Service (XO Platform) account.

• Admin-level credentials for the workspace.

• Enable Quality AI at the workspace level using the public API.

• Selection of a deployment mode.

Conversation Sources

Quality AI supports three conversation sources:

1. Standalone (Quality AI Express)

   • Integrates with any CCaaS platform via file transfer-based ingestion (for example, AWS S3).

2. Integrated with Agent AI

   • Integrates with third-party desktops through Agent AI.

3. Bundled with CCAI

   • Integrates with existing systems for real-time, unified analytics.

   Note

   You can access Quality AI as a standalone product via the app switcher and switch or upgrade licenses/conversation sources at any time.

Onboarding Journey

Quality AI Application Creation

Steps to create a Quality AI application via the XO platform:

1. Access to the AI for Service Homepage.

2. Log in through Email or SSO (Google or Office 365).

3. Sign up for a new account if you do not have the account. Learn more.
   

4. Select the New App dropdown located at the upper right corner of the XO landing page.

5. Click + New App.
   

6. Select Quality AI.
   

   Note

   • For new users, the Get Started screen displays a Try now option to begin onboarding, followed by the Guided Onboarding.

   • For existing users, the Get Started screen displays a Contact us option to proceed. The subsequent Guided Onboarding steps are skipped, and the user is taken directly to the Basic Configuration Settings section.

7. Proceed with the following guided setup steps (in case of a new user).

Configure Basic Settings

Multilingual Support

This includes multilingual support, and the default language is English.

1. Select agent languages for customer assistance and AI-generated output (Topics, Justifications, QA outcomes).

   Note

   Configure an LLM in the GenAI section to enable Quality AI features for non-English languages.

2. Select your preferred language to set it as the default for reports.
   

   Note

   English is the default language, and you cannot edit or remove it.

3. Click + Add to move the selected language into the Selected Languages list.
   

4. Toggle on any language in the list to Mark as the Default.
   

5. Turn off the toggle for the selected language from the Selected Languages list if you want to remove it from the default language list.
   

Default Language Removal

Removing the default language disables scoring and analysis for that language. Regardless of how agents or customers interact, AI‑generated insights (such as topics and names) are always shown in the selected default language.

1. Click Confirm to save your language selections.

Set up and Manage Your Conversation Sources

Configure conversation sources based on your deployment type

For Standalone or Integrated

• Enable CCAI or Agent AI connections based on the conversation source.

• Configure queue IDs and agent email ID mappings if Agent AI is selected.

For Standalone or Express

• Enable Quality AI Express.

• Configure file upload settings through connectors.

Queue Configuration

• Displayed only when using Agent AI or Quality AI Express deployment mode is selected.

• Add the required queue names and IDs.
  

  Note

  Ensure the Agent AI integration includes the unique agent email ID and queue ID from the source system for proper processing and routing. Duplicates may lead to routing or processing errors.

Conversation Sources Warnings

• CCAI: If the CCAI source is disabled, the system does not process incoming interactions from CCAI on a third-party desktop.

• Agent AI: If the Agent AI source is disabled, the system does not process incoming interactions from Agent AI on a third-party desktop.

• Quality AI Express: If the Quality AI Express source is disabled, the system prevents file-based conversation ingestion.

Set Application Usage Permissions

This allows you to define agent access, audit preferences, and usage policies to ensure compliance and tailor application functionality.

Enable Agent Access

• Allow agents to view AI-generated emotions and sentiment.

• Allow agents to view AI justifications for GenAI-based Auto QA.

• Hide auditor details from agents.

Enable Audit Settings

• Enable auditing (manual review) for:

  • Audit speech-based metrics

  • Audit Agent AI Playbook metrics
    

  Note

  • Access to both Agent Access and Audit Settings is disabled by default.

  • Show queue config only if Agent AI or Express is selected, not CCAI alone.

Go Live with Quality AI

1. Complete all configuration steps.

2. Once configured, Quality AI automatically starts processing conversations.

3. Use the workspace Product Switcher to access Quality AI.
   

4. Navigate to Conversation Sources under the Configure section and select the required conversations to enable and streamline your interaction tracking and routing.

   !!! note

   * Use the workspace switcher to manage multiple environments.
   
   * Through the feature flag, the Quality AI Switcher is controlled.
   

Quality AI Left Navigation Workflow

After launch, the following sections appear in the Quality AI left menu:

• Quality AI (dashboard and analytics).

• GenAI (manages LLM configurations).

• Deploy (deployment and publishing workflows).

• User Management (assign roles and permissions).
  

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