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Quality and Optimization

Every completed interaction is analyzed and graded; grades drive optimization; optimizations are applied and verified. This is the self-improving loop, under continuous supervision.

The quality and optimization loop

Every completed interaction is analyzed, graded, and fed back into continuous tuning. Select a stage to filter the timeline below.

  • Loop flow
Continuous optimization1. Callscompleted1,0652. Analyzed andgraded1,0503. Flagged foroptimization24. Optimizationsapplied3
The quality and optimization loop — data table
StageCount
Calls completed1,065
Analyzed and graded1,050
Flagged for optimization2
Optimizations applied3
Counts reflect the current period and location filter. This loop runs continuously under continuous supervision.

Current quality score

88/100

Weighted aggregate across the five grading dimensions, over all graded interactions in scope.

Grading dimensions (aggregate)

Overall grade88/100
Operational Accuracy
88

Information given matched the knowledge base and job record

Policy and Safety Compliance
88

Required disclosures made, safety guidance delivered where applicable

Conversation Quality
88

Tone, interruption handling, proper opening and closing

Task Completion
88

Did the interaction achieve its objective (intake, assignment, follow-up, review ask)

Efficiency
88

Handle time versus benchmark for the interaction type

Quality trend — last 30 days

Average call grade over time. Ringed points mark optimization deployments; grades typically rise after each one.

  • Average grade
Intake flow now confirms tank details once and moves straight to the service window.Job offers now lead with area, ZIP, and required specialty before the window.Jun 10Jun 13Jun 16Jun 19Jun 22Jun 25Jun 28Jul 1Jul 4Jul 7
Quality trend — last 30 days — data table
DayAverage grade
Jun 1085.5
Jun 1187.8
Jun 1287.5
Jun 1386.0
Jun 1490.1
Jun 1588.9
Jun 1687.4
Jun 1787.8
Jun 1889.4
Jun 1988.9
Jun 2087.6
Jun 2185.8
Jun 2285.7
Jun 2386.8
Jun 2486.7
Jun 2591.4
Jun 2688.4
Jun 2787.2
Jun 2887.9
Jun 2988.4
Jun 3088.4
Jul 189.5
Jul 287.3
Jul 388.7
Jul 487.2
Jul 588.4
Jul 687.1
Jul 789.7
Jul 888.7
Jul 987.7
Each ring is a deployed optimization; hover a ring for what changed.

Grade distribution

Share of graded calls in each grade band.

  • Calls
<7070–79: 444470–7980–84: 29329380–8485–89: 28028085–8990–94: 29529590–9495–100: 13813895–100
Grade distribution — data table
Grade bandCalls
<700
70–7944
80–84293
85–89280
90–94295
95–100138

Per-agent quality

Per-agent quality: calls graded, average grade, trend, and open optimization items
AgentCalls gradedAverage gradeTrendOpen optimization items
AI Receptionist29187ImprovingUp1
Plumber Dispatch Agent47688ImprovingUp1
Review Taker19188ImprovingUp0
Reengagement685SteadySteady0

Optimization events

  1. DetectedAI ReceptionistDetected Jul 6, 2026

    Detected: Spanish-language callers experienced longer silence before the first response.

    Changed: Pending: pre-warming the Spanish voice pipeline during greeting.

  2. In TuningChat AgentsDetected Jul 1, 2026

    Detected: Web chat visitors asking about pricing abandoned before the coverage check.

    Changed: Tuning the pricing answer to state the dispatch fee before asking for the ZIP.

  3. DeployedPlumber Dispatch AgentDetected Jun 24, 2026 · Deployed Jul 3, 2026

    Detected: Plumbers declined offers missing the customer ZIP code up front.

    Changed: Job offers now lead with area, ZIP, and required specialty before the window.

  4. VerifiedAI ReceptionistDetected Jun 15, 2026 · Deployed Jun 21, 2026 · Verified Jun 29, 2026

    Detected: Callers describing water heater issues were asked to repeat the tank size twice.

    Changed: Intake flow now confirms tank details once and moves straight to the service window.

    +4grade delta after deploy
  5. VerifiedReview TakerDetected May 30, 2026 · Deployed Jun 7, 2026 · Verified Jun 19, 2026

    Detected: Review asks placed within two hours of job completion were declined more often.

    Changed: Review calls now wait at least one day after completion.

    +6grade delta after deploy

Flagged interactions

  1. SubmittedSubmitted Jul 10, 2026 by Terry Voss

    Tone was abrupt when the customer asked for a supervisor.

    View source interaction
  2. Under ReviewSubmitted May 10, 2026 by Pat Callahan

    Agent quoted the wrong dispatch fee.

    View source interaction
  3. ResolvedSubmitted May 12, 2026 by Dana Whitfield

    Agent did not confirm the gas-safety checklist.

    Resolution: Confirmed and folded into the current tuning cycle.

    View source interaction
  4. ResolvedSubmitted May 10, 2026 by Dana Whitfield

    Agent quoted the wrong dispatch fee.

    Resolution: Confirmed and folded into the current tuning cycle.

    View source interaction

Compliance

Policy and safety compliance
88%Target 100%
Disclosure delivery
37%
Escalation correctness
93%