2. QA Assistant Overview

QA Assistant is designed to automate 911 agent quality assurance (QA) evaluations. It enables PSAP supervisors to efficiently score calls and facilitates employee feedback to help improve agent performance. It also helps 911 personnel in agency leadership roles to meet regulatory and compliance requirements, to derive important insights to help improve overall PSAP efficiency and productivity.

2.1. How QA Assistant Works

QA Assistant is the underlying engine that processes QA evaluations in the background when they are initiated. QA Assistant automatically parses the transcripts of recorded calls and cross-references them to a call-handling evaluation form that contains a checklist of quality assurance call-handling questions. Calls are evaluated against this checklist.

QA Assistant determines its responses to questions according to its own “confidence level”, derived from evidence-based criteria taken directly from the recorded call transcript. QA Assistant uses this evidence to score a 911 call, which supervisors can then validate. Using QA Assistant, supervisors can score a significantly higher number of agent calls over the same time period, speeding up the QA evaluation process and facilitating regulatory compliance requirements.