Upload your SOPs, escalation rules, and macros. Drop in a CSV of recent conversations. Every deduction cites the specific rule behind it. Manager corrections are stored as workspace calibration data for review and future calibration workflows.
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
What makes us different
Zendesk QA, Klaus, MaestroQA, Scorebuddy, and RevelirQA built their tools for big contact centers. CXCalibrate is for the 5–50-agent team that wants real AI scoring without a six-figure contract or a consulting engagement to turn it on.
No generic CVSS-style rubric. The model scores against the SOPs, escalation rules, and macros you upload — so a 92 here means your 92, not the industry average.
Each score drop names the policy it came from: SOP-3.4, ESC-2.1, TONE-1. Managers trust the number because they can see the line of text it came from.
Manager corrections are stored as workspace calibration data for review and future calibration workflows. Human review remains authoritative.
CSV in, report out. No PS engagement, no Zendesk admin hours, no replatforming. Live an audit, see results this week, subscribe only if it earns its place.
How the loop works
Most AutoQA assigns a score and forgets. Manager corrections are stored as workspace calibration data for review and future calibration workflows, adjusted to your team’s actual standards.
SOPs, escalation rules, response templates — TXT or Markdown. CXCalibrate parses them into the rubric it scores against. (PDF / DOCX / Notion are not yet supported in this milestone.)
Drop in a CSV of recent conversations. Each interaction gets scored against your rubric with cited rule IDs and excerpts.
A manager thinks a deduction is unfair? They mark it, leave a note, and the system records it as a labeled correction.
Manager corrections are stored as workspace calibration data for review and future calibration workflows. Human review remains authoritative.
Why an evidence trail matters
Without citations, QA scores are arguments. With them, they’re conversations. Every Every CXCalibrate evaluation links the deduction to the line of your SOP it came from — and to the exact moment in the transcript where the rule applied.
Report / Week of Aug 4 · Agent view · A. Patel
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
Pricing
No quote, no annual commit, no PS line item. Run the free 25-conversation QA audit first; subscribe only if it earns its place in your weekly rhythm.
$49/ month
250 conversations per month · 3 manager users.
$129/ month
2,000 conversations per month · 10 manager users.
$249/ month
7,500 conversations per month · 25 manager users.
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.
Free 25-Conversation QA Audit
No contract, no implementation. You get 25 anonymized conversation evaluations against your own policies, with the evidence trail — and a one-line answer to whether CXCalibrate is worth subscribing to.
Or reach us at cxcalibrate@polsia.app