> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getpathpilot.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Quality: Automated QA and Coaching for Every Call

> PathPilot Quality scores 100% of interactions with configurable rubrics, tracks agent performance, and integrates with Zendesk, Intercom, and files.

PathPilot Quality is a quality analytics product for customer-facing teams. It monitors, scores, and coaches every conversation your agents (human or AI) have, using configurable rubrics tailored to your business.

## 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

<CardGroup cols={2}>
  <Card title="Real-Time Quality Metrics" icon="chart-line">
    Overall quality score, conversation counts, and trends across teams, queues, and agents.
  </Card>

  <Card title="Conversation Analysis" icon="magnifying-glass">
    Browse and filter individual conversations, inspect transcripts, and see per-criterion scoring rationale.
  </Card>

  <Card title="Configurable Rubrics" icon="list-check">
    Category and subcriteria structure with per-item weights and scoring rules. Ships with COPC and default rubrics; add your own.
  </Card>

  <Card title="Multi-Agent Support" icon="users">
    Automatically detects multiple agents in one conversation, segments the transcript, and scores each agent independently.
  </Card>

  <Card title="Integrations" icon="plug">
    Native connectors for Zendesk and Intercom, plus file-based ingestion for custom pipelines.
  </Card>

  <Card title="Coaching Workflows" icon="graduation-cap">
    Structured feedback with a direct Linear integration so quality findings become tracked improvements.
  </Card>
</CardGroup>

## How scoring works

<Steps>
  <Step title="Conversations are harvested">
    Tickets and messages are pulled from your integrated source (Zendesk, Intercom, or file) into a normalized schema.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Every conversation is scored">
    Each subcriterion is evaluated with LLM analysis. Scores roll up to categories, then to a final conversation score.
  </Step>

  <Step title="Results are surfaced">
    Metrics and detailed scoring show up in the dashboard for reviewers and managers. Feedback can be pushed into Linear.
  </Step>
</Steps>

## Get access

<Card title="Request access at getpathpilot.com" icon="arrow-up-right-from-square" href="https://getpathpilot.com">
  Contact us to enable Quality for your team, connect your Zendesk or Intercom, and configure your first rubric.
</Card>