What it does
- Ingests conversations from Zendesk, Intercom, and file-based sources.
- Scores every interaction with a rubric that fits your product, tone, and compliance needs.
- Surfaces real-time quality metrics, trends, and agent performance in a dashboard.
- Routes conversations to the correct QA flow (for example, COPC-style scoring for support, default scoring for other contexts).
- Supports multi-agent conversations by segmenting the transcript per agent before scoring.
- Captures structured feedback (with Linear integration) so quality findings drive improvements.
Who it is for
- Support and collections leaders who want 100% QA coverage instead of a random sample.
- Ops teams running multiple contact centers, BPOs, or AI agents that need consistent scoring.
- Compliance and training teams that need auditable scoring evidence and coaching notes.
Core capabilities
Real-Time Quality Metrics
Overall quality score, conversation counts, and trends across teams, queues, and agents.
Conversation Analysis
Browse and filter individual conversations, inspect transcripts, and see per-criterion scoring rationale.
Configurable Rubrics
Category and subcriteria structure with per-item weights and scoring rules. Ships with COPC and default rubrics; add your own.
Multi-Agent Support
Automatically detects multiple agents in one conversation, segments the transcript, and scores each agent independently.
Integrations
Native connectors for Zendesk and Intercom, plus file-based ingestion for custom pipelines.
Coaching Workflows
Structured feedback with a direct Linear integration so quality findings become tracked improvements.
How scoring works
1
Conversations are harvested
Tickets and messages are pulled from your integrated source (Zendesk, Intercom, or file) into a normalized schema.
2
A rubric is selected
The right rubric is chosen based on context: COPC for support-heavy queues, default for others, or a custom rubric you configured.
3
Every conversation is scored
Each subcriterion is evaluated with LLM analysis. Scores roll up to categories, then to a final conversation score.
4
Results are surfaced
Metrics and detailed scoring show up in the dashboard for reviewers and managers. Feedback can be pushed into Linear.
Get access
Request access at getpathpilot.com
Contact us to enable Quality for your team, connect your Zendesk or Intercom, and configure your first rubric.