FAQs

QA means evaluating customer interactions against standards and acting to improve agent performance, service quality and compliance.

It helps meet obligations under FAR, RG 271, and other frameworks by proving reasonable steps were taken to fix issues and ensure compliance with industry regulations.

It is a system that tracks each QA finding from detection to coaching, verification, and closure with audit-ready evidence.

Start by connecting QA to coaching and verification, defining clear micro-behaviours, and tracking closure in a single system rather than scattered spreadsheets and emails.

Convert QA findings into micro-behaviour goals, coach them, verify change on live work, and link outcomes to metrics like FCR, AHT and NPS using performance dashboards.

Yes. YakTrak tracks both streams distinctly and remediates them through the same closed loop framework, supporting both customer experience and regulatory compliance.

Yes. YakTrak supports API connections to QA platforms, speech analytics, LMS and BI tools, enabling seamless data flow and remediation tracking.

Contact Lens detects patterns, while YakTrak turns those patterns into owned goals tied to specific micro behaviours. Leaders coach against real call examples, verify with evidence and close the loop. This gives clear visibility on who acted, what changed and the impact on compliance, FCR or AHT.

YakTrak receives selected Contact Lens alerts, attaches the relevant behaviour definition and creates a remediation goal with ownership and due dates. Leaders then coach and verify the behaviour in the platform, creating an evidence thread from detection to closure.

Yes. Most teams handle remediation through short huddles or 10--15 minute one to ones. Because the behaviour, examples and evidence expectations are already defined, leaders can coach quickly and review progress inside the weekly rhythm.

YakTrak records detection, coaching, verification, and closure with timestamps and ownership ready for audits, complaint reviews and internal assurance.

Compliance is strengthened through audit trails, sign offs, evidence threads and role based access. Each remediation action shows the detection source, behaviour coached, calls reviewed and final verification, making it easier to respond to auditors.

Yes. When Contact Lens detects risky phrases or sentiment patterns, YakTrak can raise a case with call snippets and a coaching template, making the workflow faster for leaders. See /integrations/amazon-connect-contact-lens/ for details.

Yes. Contact Lens can raise cases automatically when it detects risky phrases or sentiment patterns. Leaders then receive the relevant call snippets, a coaching prompt and verification tasks. More detail is available at /integrations/amazon-connect-contact-lens/.

Contact Lens detections---such as phrases, sentiment or missed steps---can automatically create YakTrak cases. Leaders then receive relevant call snippets, coaching templates and verification tasks, streamlining the move from detection through to resolution.

Contact Lens detections---phrases, sentiment or missed steps---can trigger YakTrak goals automatically. Leaders receive the relevant context, coach to the defined micro behaviour and verify with examples, reducing manual effort between analytics, QA and coaching.

Contact Lens flags can flow straight into YakTrak as coaching tasks with the behaviour tagged, an owner assigned and a due date set. Leaders then coach to that behaviour and verify change with real call examples, closing the loop without manual transfers or extra systems.

YakTrak integrates with Contact Lens to detect issues, route them to owners, and track remediation, creating a complete QA process from detection to evidence.

Common behaviours include consent checks, needs summaries, plain language fee clarity and confirm closing. Each behaviour is defined in observable terms so leaders can coach it consistently and verify it on two or three tagged calls.

Teams often see fewer exceptions, improved FCR through clearer next step confirmation and more stable AHT as rework reduces. The platform links behaviour adoption to exception rates and CX themes so leaders can see where coaching is creating movement.

Integrations typically use secure APIs and configurable rules to decide which Contact Lens categories create actions. YakTrak supports SSO, encryption and detailed audit logs, and most teams start with staged rollouts so leaders build rhythm without disruption.

Average handle time (AHT) is the average time agents spend handling an interaction, including talk, hold and after-call work. It affects both customer experience and cost to serve. The goal is not always "shorter". It's finding the optimal range where you resolve customer issues well without unnecessary delay.

First call / first contact resolution (FCR) is the percentage of customer issues resolved on the first contact, with no need for the customer to call back or chase. To improve FCR, define micro-behaviours that ensure you fully understand the issue and check for anything else before closing, then coach and measure those behaviours consistently.

Net promoter score (NPS) is a loyalty metric based on the question "How likely are you to recommend us?". In contact centres, NPS is influenced by patterns of micro-behaviours such as listening well, naming the customer's goal, explaining clearly what you'll do and closing with clarity.

Beyond outcome metrics, useful indicators include coaching frequency, coaching quality, behaviour adoption, and goal completion. Leaders who are strong on these inputs tend to have teams with more stable performance and more sustainable uplifts in AHT, FCR, NPS, CSAT, CES, conversion and compliance.

When you design micro-behaviours carefully, you can balance speed, quality and risk rather than trading one off against another. By testing and measuring micro-behaviours against multiple metrics, you can build patterns that support the whole scorecard, not just a single number.

Yes. We are continuously improving in line with accessibility and usability best practice to support diverse user needs.

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