Cogito QA

Cogito QA extends Cogito’s real-time emotional intelligence engine with post-interaction evaluations. It scores calls on empathy, clarity, and resolution, using AI to gauge agent tone and customer sentiment. Supervisors can compare the AI-based emotional metrics with standard QA forms. A progressive timeline shows if the agent’s empathy improved mid-call. Cogito QA also suggests targeted coaching for soft skills. By focusing on emotional intelligence analysis plus standard QA checks, Cogito QA suits organizations seeking deeper insights into agent-customer rapport.