In Collaboration With Official Technology Partner

Call Quality Intelligence Platform

A strategic technology alliance bringing AI-powered call quality analytics, automated quality assurance, and real-time performance monitoring to your customer operations.

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In Collaboration With Official Technology Partner

Performance Snapshot

The dashboard provides live, real-time visibility into all call activity — every metric updates instantly as calls are completed, giving your team an always-current view of performance across all agents.

168

Total Calls
Tracked & Analyzed

32.8

Avg. Quality
Out of 100 — Improving

134

Need Review
Below 60 Points

14.9%

Resolution Rate
First-Call Resolution
Core Capabilities

Module Overview

The Call Quality Control module is fully embedded within the Hoja360 CRM platform, giving supervisors and quality assurance teams a single source of truth for all call-related performance data.

Real-Time Quality Dashboard

An at-a-glance control panel showing total calls, average quality scores, escalation counts, and resolution rates — all filterable by agent, time range, sentiment, and outcome.

Call Recording & Playback

Every call is recorded and accessible directly within the platform. Supervisors can play, pause, and review recordings alongside auto-generated quality scores without leaving the interface.

AI-Powered Quality Scoring

Each call is automatically scored out of 100 across six dimensions. Scores update in real time, enabling immediate coaching interventions and removing manual evaluation bottlenecks.

Trend Analysisg

The quality trend chart visualizes score trajectories over time, helping management identify systemic issues, measure coaching effectiveness, and celebrate performance wins.

Dimensional Radar Chart

A radar visualization breaks quality down into six distinct dimensions, instantly revealing where each agent excels and where targeted training is needed.

Dimensional Radar Chart

A radar visualization breaks quality down into six distinct dimensions, instantly revealing where each agent excels and where targeted training is needed.
360° Performance View

Six Quality Dimensions

Every call evaluated by the Hoja360 Call Quality engine is scored across six proven quality dimensions, providing a 360° view of agent performance:

01

Communication Clarity

How clearly the agent conveys information and instructions to the customer throughout the call.
Dimension 01

02

Problem Resolution

The agent's ability to fully address and resolve the customer's issue on the first contact.
Dimension 02

03

Empathy

Recognizing and responding to the emotional state of the customer with care and understanding.
Dimension 03

04

Professionalism

Adherence to company tone, language standards, and conduct policies during every interaction.
Dimension 04

05

Knowledge

Accuracy and depth of product, service, and policy knowledge demonstrated during the call.
Dimension 05

06

Call Management

Effective control of call flow, pacing, hold usage, and proper call closure procedures.
Dimension 06
Each dimension is independently weighted and contributes to a holistic quality score. Scores above 80 are highlighted in green; scores below 70 trigger a coaching flag for supervisor review.
Drill-Down View

Individual Call Detail View

Supervisors can drill down into any individual call to access a full breakdown of its performance data.

Drill-Down View

Dashboard Intelligence

Advanced Filtering

The dashboard empowers quality teams with four dynamic filter controls

ROI & Impact

Business Value & Benefits

For Quality Assurance Teams

  • Eliminate manual call sampling — every single call is evaluated automatically
  • Reduce QA review time by up to 70% through AI-assisted scoring
  • Standardize evaluation criteria across all supervisors and teams
  • Identify top performers and struggling agents immediately

For Contact Center Managers

  • Real-time visibility into team performance without waiting for weekly reports
  • Drill down into individual agent performance with a single click
  • Set performance benchmarks and track improvement over time
  • Reduce escalations with proactive coaching insights

For Executive Leadership

  • Board-ready reporting with clean KPIs: resolution rate, quality score, escalation count
  • Track ROI of quality improvement initiatives quarter over quarter
  • Benchmark team performance against industry standards
  • Make data-driven staffing and training decisions with confidence
For Quality Assurance Teams

Eliminate manual call sampling — every single call is evaluated automatically

For Contact Center Managers

Real-time visibility into team performance without waiting for weekly reports

For Executive Leadership

Board-ready reporting with clean KPIs: resolution rate, quality score, escalation count

  • Eliminate manual call sampling — every single call is evaluated automatically
  • Reduce QA review time by up to 70% through AI-assisted scoring
  • Standardize evaluation criteria across all supervisors and teams
  • Identify top performers and struggling agents immediately

  • Real-time visibility into team performance without waiting for weekly reports
  • Drill down into individual agent performance with a single click
  • Set performance benchmarks and track improvement over time
  • Reduce escalations with proactive coaching insights

  • Board-ready reporting with clean KPIs
  • Track ROI of quality improvement initiatives quarter over quarter
  • Benchmark team performance against industry standards
  • Make data-driven staffing and training decisions with confidence
Deep Ecosystem Fit

Seamless CRM Integration

The Call Quality Control module is not a standalone tool — it is deeply embedded within the Hoja360 CRM ecosystem, which means:

Quality scores are linked directly to customer records and interaction history
Agents can be managed, assigned, and reviewed from a uniafied agent management panel
Call outcomes feed directly into customer journey timelines
Supervisors access everything through a single login — no context switching
Arabic-language interface ensures full accessibility for Arabic-speaking teams