0 %
Of conversations scored — not a 3–10% sample
Agents see their own score, contest what's unfair, and grow through coaching. Supervisors stop sampling and ditch the spreadsheet — appeals and metrics live in one system.
Of conversations scored — not a 3–10% sample
Faster than a supervisor's manual sampling
Of routine QA lifted off the supervisor's team
Of score and coaching changes in the audit log
A supervisor manages to listen to 3–5% of conversations — the real problems hide in the other 95%. Lia Sense scores every conversation against a checklist, and Coach surfaces the ones that failed (pass/fail/gate-fail) into a single queue.
The agent sees their conversations, average score, and weekly trend. Each conversation comes with a checklist breakdown: what passed, what didn't, with quotes from the conversation. No more «because the supervisor said so».
The agent files an appeal on a specific metric. Workflow: pending → in review → accepted/rejected. The supervisor revises the score or explains the decision. The acceptRate metric shows how fair QA is on average.
The supervisor writes coaching comments in the context of a specific conversation. History accumulates per agent — weekly progress is visible. No more feedback lost in WhatsApp chats.
A weekly average-score chart, a breakdown by checklist, acceptRate dynamics. You see at a glance: who's growing, who's stuck, who needs a personal plan. For company-wide slices, data flows into Lia BI.
Also: appeal types tuned to your processes, an audit of score changes across the full period, export of coaching history per agent. Full list — on the demo.
Sense listens to channels and scores conversations against checklists. Coach gives that scoring a human interface.
Transcription, NLU, checklists (pipeline). Every conversation gets an aggregate score and a per-metric breakdown.
Agent room, appeals, coaching comments, trends. Supervisor and agent work in a shared interface.
The same data in BI dashboards for leadership: teams, channels, topics, trends, comparisons.
from ₽3.5 per dialogue
from ₽4 per operation · up to ₽28 for voice
from ₽2.5 per dialogue
Real project details are under NDA. Below is a composite profile of the team where Coach delivers the most.
Lia scores conversations against a business checklist: greeting phrasing, answer accuracy, script adherence. It doesn't track break length, app activity, or mouse movement.
Tone analysis shows the conversation context (e.g. an irritated customer — the agent is scored on their reaction, not on the fact that the customer was annoyed). We don't flag an employee as «emotionally unstable».
Coach is a growth tool, not a replacement. The final appeal decision belongs to the supervisor, not the algorithm. The algorithm proposes a score; a human decides.
An agent sees their own room; a supervisor sees their team. No one sees others' appeals, coaching messages, or score-change history.
We set up the data source. If Sense is already connected in your contact center, this step drops. From you: access to telephony or chat channels and a test sample of conversations for calibration.
We build a pipeline for each channel and scenario: greeting, needs discovery, answer accuracy, closing. From 3 to 10 metrics per checklist. We agree on weights and the pass threshold.
We open rooms for agents and the appeals queue for supervisors. One hour of training per role, ready-made onboarding material. From you: a list of agents and supervisors, and the pilot team.
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