Paste a transcript and select Review transcript to build the QA grid across resolution, escalation, certainty, policy, and repeat-contact criteria.
About the support AI transcript QA grid
The support AI transcript QA grid turns a pasted chat or call transcript into a quick review grid you can hand to a QA reviewer. Paste the transcript, select Review transcript, and the tool segments the conversation into speaker turns and scores it against five criteria: was the issue resolved, was an escalation request handled, did the agent over-promise with absolute certainty, are there policy or identity red flags, and does the customer signal a repeat contact. Each row gives a status, the turn references that triggered it, and a short reviewer note. You can download the grid as CSV or copy a markdown review note into your QA tracker.
It is built for support operations leads, QA analysts, and AI program owners who review AI-assisted support transcripts before trusting wider automation. The review runs entirely in your browser from deterministic heuristics. The transcript is never uploaded, logged, or stored, which matters because a support transcript can contain names, emails, order ids, and account details. This is a fast first-pass review aid, not a scoring system or a compliance verdict. Treat the flags as cues for a human to confirm, not as a final judgment.
How to use
- Paste a customer-support chat or call transcript into the box. A sample transcript is loaded so you can see the format.
- Label lines with speakers like Customer: and Agent: so the role-specific checks are sharper. Timestamps at the start of a line are ignored.
- Select Review transcript to build the QA grid across resolution, escalation, certainty, policy, and repeat-contact criteria.
- Read each row: the status, the turn references behind it, and the reviewer note that explains what to confirm.
- Download the CSV grid for your QA tracker or copy the markdown review notes into a ticket, then confirm each flag yourself.
Worked examples
An escalation-handling flag
The customer asks for a manager or supervisor but no transfer or escalation is acknowledged in any agent turn. The grid flags the row and points at the request turn so the reviewer can check whether escalation was owed.
An answer-certainty flag
An agent turn uses absolute or guarantee language such as a promised time or a 100 percent claim. The grid flags it so the reviewer can confirm the claim is backed by policy or system state rather than over-promised.
A repeat-contact flag
The customer says this is the second time or that a prior agent already handled it. The grid flags a possible broken handoff or unresolved earlier ticket for the reviewer to follow up.
Frequently asked questions
- What does this tool check?
- It scores a pasted transcript against five QA criteria: issue resolution, escalation handling, answer certainty, policy and identity red flags, and repeat contact. Each criterion gets a status (flag, review, or ok), the turn references that triggered it, and a short reviewer note. The output is a QA grid you can export.
- Is my transcript uploaded anywhere?
- No. The review runs entirely in your browser from deterministic heuristics. The pasted transcript is never uploaded, logged, or stored, and its text is not included in any analytics. Only coarse, anonymous counts are recorded so we can tell how often the tool is used.
- Does a clean grid mean the conversation passed QA?
- No. This is a fast first-pass review aid, not a scoring system or a compliance verdict. The checks are keyword and structure heuristics that surface cues for a human reviewer to confirm. Use the flags as a starting point and keep your own QA judgment and calibration.
- What transcript format works best?
- Plain text with one speaker per line, prefixed like Customer: or Agent:. Chat logs and call summaries both work, and leading timestamps such as [00:12] are ignored. If there are no speaker labels the tool still runs, but the role-specific checks are approximate.
- Can I open the CSV in a spreadsheet?
- Yes. The export is a standard CSV with a row per criterion, and cell values are escaped so a spreadsheet does not treat any transcript text as a formula. You can also copy a markdown review note for a ticket or QA tracker.
- Is the support AI transcript QA grid free?
- Yes. It is free to use and does not require an account.
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