Quality assurance · small support teams

CXCalibratePolicy-grounded quality assurance for small support teams.

Score CSV-imported conversations against your uploaded policies, with cited evidence for authorized manager review and calibration.

Request a free 25-conversation QA auditExplore the workflowHow the loop works
Pilot
$49/month
Onboarding
CSV-first
Output
Evidence trail
Ticket #C-7741 — Refund escalation
Illustrative sample
Score 82 / 100

Customer

“Order #40102 arrived damaged, want a refund. Email sent 3 days ago.”

Agent (A. Patel)

“I’m sorry about that. I’ve started a refund — could you share the order number again so I can speed it up?”

Deducted 18 points — three rule citations

  • −8SOP-3.4 “Confirm order ID before processing refund.” Agent asked instead of confirming.
  • −6ESC-2.1 Damaged-item case requires photo evidence request. None logged.
  • −4TONE-1 Acknowledged the issue but no SLA reference.
Evidence trail preserved

For small support teams

Policy-grounded quality assurance.

CXCalibrate helps small support teams score CSV-imported conversations against their uploaded policies, with cited evidence for authorized manager review and calibration.

  1. 01

    Calibrated to your SOPs

    Scores are grounded in the SOPs, escalation rules, and macros your team uploads.

  2. 02

    Every deduction cites a rule

    Review cited policy text alongside each score and finding.

  3. 03

    Manager corrections are stored

    Authorized managers can review, correct, or dispute scores and use those decisions for calibration.

  4. 04

    A CSV-based workflow

    Import a conversation CSV, score it against an uploaded policy, and review cited findings with an authorized manager.

How the loop works

A calibration loop, not a one-time grade.

Authorized managers review evaluation findings and record corrections to support calibration against the team’s policies.

  1. 01Upload

    Bring your policies in.

    Upload policies as TXT or Markdown. CXCalibrate prepares them for scoring against your conversation CSV.

  2. 02Score

    Score conversation rows.

    Drop in a CSV of recent conversations. Each interaction gets scored against your rubric with cited rule IDs and excerpts.

  3. 03Dispute

    Correct what’s wrong.

    An authorized manager can review a deduction, leave a note, and agree, dispute, or correct it.

  4. 04Calibrate

    Manager corrections are stored.

    Manager corrections are stored as workspace calibration data for review and future calibration workflows. Human review remains authoritative.

Why an evidence trail matters

Review each score against its source.

Every CXCalibrate evaluation links a deduction to the line of your SOP it came from — and to the exact moment in the transcript where the rule applied.

  • Per-ticket trail. Click any score drop to see the rule, the excerpt, and the agent excerpt side-by-side.
  • Aggregated reportsplanned. Reports combining agents, teams, or risk patterns are planned.
  • What we do with your data. Customer transcripts and uploaded policies are stored in this app’s database. The configured LLM evaluator receives the selected conversation text and policy to produce an evaluation. Before uploading or sharing conversations, anonymize or pseudonymize them. CXCalibrate does not remove PII.

Illustrative report · Sample agent view

Sample
82 / 100
↑ 4 pts vs last week

Excerpt cited

“Damage claims over $50 require photo proof within 24h.” — SOP-3.4

Transcript moment

Agent acknowledged refund but did not request photo evidence.

Deduction

−8

Disputes

2 upheld

Excerpt cited

“Tone I: reference the order SLA in your first reply.” — TONE-1

Transcript moment

No SLA or expected resolution date given.

Deduction

−3

Disputes

0

Excerpt cited

“Use macro REF-FAST for order-ID confirmations.” — MACRO-RF

Transcript moment

Manual reply instead of macro; tone consistent.

Deduction

−2

Disputes

0

Aggregated coaching / trend reports across this batch or across weeks — planned.12 more rows →

Pricing

Monthly plans for small support teams.

Start with a free 25-conversation QA audit, then contact us to discuss which plan fits your team.

Pilot

Most teams start here

$49/month

Policy-grounded CSV scoring with cited evidence and manager review.

  • Policy upload (TXT / Markdown)
  • CSV upload of conversations
  • Evidence-trail scoring with rule citations
  • Manager approve / dispute / correct
  • Row-level evaluation view
  • Agent / team / risk-pattern reportsplanned
Start with the free audit

Team

$129/month

Policy-grounded CSV scoring with cited evidence and manager review.

  • Everything in Pilot
  • Policy upload (TXT / Markdown)
  • CSV upload of conversations
  • Evidence-trail scoring with rule citations
  • Manager approve / dispute / correct
  • Row-level evaluation view
  • Agent / team / risk-pattern reportsplanned
Start with the free audit

Growth

$249/month

Policy-grounded CSV scoring with cited evidence and manager review.

  • Everything in Team
  • Policy upload (TXT / Markdown)
  • CSV upload of conversations
  • Evidence-trail scoring with rule citations
  • Manager approve / dispute / correct
  • Row-level evaluation view
  • Agent / team / risk-pattern reportsplanned
Start with the free audit

Out of scope: healthcare, banking, insurance claims, government, voice transcription, and autonomous disciplinary decisions. CXCalibrate is for scoring — not for adjudicating outcomes we shouldn’t touch.

Questions worth asking

Frequently asked

If your question isn’t here, write to contact@cxcalibrate.com.

CXCalibrate is designed for small support teams. It scores CSV-imported conversations against your uploaded policies and provides cited evidence for authorized manager review and calibration.

Free 25-Conversation QA Audit

Send us a CSV. We’ll send back a scored report.

The free audit covers 25 conversations scored against one supplied policy, with a report that includes cited evidence. Anonymize or pseudonymize conversation data before uploading or emailing it. CXCalibrate does not remove PII.

Email contact@cxcalibrate.com

Or reach us at contact@cxcalibrate.com