Quality AI Onboarding

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

The Quality AI onboarding guides you through the process, from account access to application setup. It helps quality teams and analysts configure data sources, define evaluation criteria, and apply consistent scoring. This approach reduces manual setup and accelerates access to compliance metrics, quality insights, and performance reports.

After signing up, you select deployment options, configure ingestion sources, and complete the required settings to start scoring and analyzing interactions.

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.

• A selected deployment mode.

Conversation Sources

Quality AI supports the following conversation sources:

1. Standalone (Quality AI Express)

   • Integrates with any CCaaS platform by using file-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 from the app switcher. You can change or upgrade licenses and conversation sources at any time.

Onboarding Journey

You can start the Quality AI onboarding journey using any one of the entry points on the XO platform. All options require you to enter an application name and description, but each option creates and guides the application differently. You can add any additional AI-powered products at any time.

Create a Quality AI Application

Use the following steps to create a Quality AI application in the XO platform:

1. Sign in to the AI for Service by using Email or SSO (Google or Office 365).

2. If you don’t have an account, sign up for a new one. Learn more.

3. Choose one of the following options to start a new project or select a product:

   • On the XO landing page, select the New App from the application menu.
     

     • After you select + New App, the system displays to create your Service App screen.
       

       Note

       • Select New App from the application dropdown menu to create a new Quality AI application. New App is available from the global app switcher and lets you create a new application at any time, regardless of your current product licenses.

   • On the Get Started screen, select Create New.
     

     Note

     • Select Create New from the Get Started screen to manually create a new AI application. You select and enable products, such as Quality AI, during setup.

   • On the Get Started screen, select Contact us or Try now.
     

     Note

     • Select Contact us to proceed with sales-assisted onboarding. The system skips Guided Onboarding and opens the Basic Configuration Settings section after license activation.

     • Select Try now from the Get Started screen to start self-service onboarding for Quality AI. The system automatically creates a Quality AI application and launches guided onboarding.

Application Details

1. Enter the App's Name and a brief Description.
   

2. The system automatically generates a new application.
   

3. After creation, follow the guided setup steps.

Configure Basic Settings

Multilingual Support

Quality AI supports multiple languages. English is the default language.

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

2. Select a preferred language for reports.
   

   Note

   • The system uses English by default and does not let you edit or remove the default language.

   • To enable Quality AI features for non-English languages, configure an LLM in the GenAI section.

3. Select + Add to move languages to the Selected Languages list.
   

4. Toggle a language on to Mark as the Default.
   

5. Toggle a language off to remove it from the default list.

   Default Language Removal

   When you remove the default language, the system stops scoring interactions in that language but continues to display AI-generated insights in the default language.

6. Select Confirm to save your changes.

Set up and Manage Conversation Sources

Configure conversation sources based on your deployment type.

Standalone or Integrated Deployments

• Enable CCAI or Agent AI connections.

• Configure Queue IDs and agent Email ID mappings for Agent AI.

Standalone or Express Deployments

• Enable Quality AI Express.

• Configure file uploads using connectors.

Queue Configuration

Queue configuration appears only for Agent AI or Quality AI Express deployments.

• Add queue names and Queue IDs.

  Note

  Include unique agent email IDs and Queue IDs from the source system. Duplicate values can cause routing or processing issues.

Add a Queue

1. Enable Agent AI or Quality AI Express source.

2. Select Add Queue.

3. Enter the following details:
   

   • Name: Enter a descriptive queue name.

   • Queue ID: Provide a unique identifier for the queue.

   • System Generated Queue ID: Automatically generated for internal tracking.

   • Agents: Assign agents to the queue using the searchable list.

4. Select Save to start or update conversation ingestion.
   

Chat Script Timestamp Format

The Chat Script Timestamp Format defines how Quality AI Express parses timestamps in chat files during ingestion. Chat scripts can include multiple timestamps per message. Correct configuration preserves message order, duration calculations, and time-based analytics.

Supported Timestamp Formats

Unix Timestamp (Default)

Supports start and end time validation, which limits flexibility for third-party desktops. Quality AI Express provides an app-level setting to select the chat script timestamp format.

Format: Integer or decimal (seconds).

Examples:

• 1735574400 (represents December 30, 2024, 12:00:00 PM UTC)

• 1735574400.523 (includes milliseconds)

Offset Timestamp

Supports message-level offsets without start or end date validation.

Format: Integer or decimal number representing seconds from conversation start or end.

Examples:

• 0 (conversation start)

• 45 (45 seconds into the conversation)

• 120.5 (2 minutes and 0.5 seconds into the conversation)

Conversation Sources Warnings

• CCAI: Disabling stops processing CCAI interactions.

• Agent AI: Disabling stops processing Agent AI interactions.

• Quality AI Express: Disabling blocks file-based ingestion.

Set Application Usage Permissions

Application usage settings control agent access, audit behavior, and usage policies.

Agent Access

• View AI-generated emotions and sentiment.

• View GenAI Auto QA justifications.

• Hide auditor details from agents.

Audit Settings

• Enable Speech-based audits

• Enable Agent AI Playbook audits
  

  Note

  • The system disables access to both Agent Access and Audit Settings by default.

  • It shows queue configuration only when you select Agent AI or Quality AI Express, not CCAI alone.

Go Live with Quality AI

Complete all required configuration steps.

1. After setup, Quality AI automatically processes conversations.

2. Use the Product Switcher to access Quality AI. This screen appears only on first-time login.
   

   Note

   • Use the workspace switcher to manage multiple environments.

   • Feature flags control the Quality AI Switcher.

3. Navigate to Conversation Sources > Configure and enable the required sources for tracking and routing. The Product Switcher icon lets you switch effortlessly between products.
   

Quality AI Left Navigation

After launch, the left navigation displays:

• Quality AI (dashboard and analytics).

• GenAI (LLM configuration).

• Deploy (deployment and publishing workflows).

• User Management (roles and permissions).
  

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