QA platform integrations

Plans and permissions:

• Plan: Pro or Enterprise plan
• Connect a QA platform: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
• Create an API key to send QA scores: Admin role, or a custom role with Assembled API keys set to Create, edit, and delete API keys on the Data & integrations tab
• View QA scores on every team member’s scorecard: Admin, Manager, or Team Lead role, or a custom role with Agent scorecard set to View all scorecards

Use a QA platform integration to see each team member’s quality assurance (QA) scores in Assembled, next to adherence, occupancy, and their other performance metrics. Once scores are connected, they appear on the Agent scorecard for each team member automatically.

To see them, go to Report > Agent scorecard. To connect a platform, go to Configure > Third-party integrations.

Choose how to connect your QA platform

Built-in integrations sync on their own once they’re connected. To ask for a built-in integration with another platform, contact our team.

How QA scores are used in Assembled

• QA scores appear on the Agent scorecard as the QA score metric: the average of a team member’s QA evaluations, as a percentage. QA score = (sum of individual QA scores ÷ number of QA evaluations) × 100, where each score is relative to its maximum.
• Scores are matched to team members by their email.
• QA scores are shown alongside other performance metrics. They don’t change adherence, occupancy, or any other metric.

Send QA scores through the API

If your QA platform doesn’t have a built-in integration, send its scores to the Assembled API instead. Most teams run a scheduled script that pulls new evaluations from their QA platform and posts them to the bulk QA scores endpoint. For the fields, limits, and examples, see Quality assurance scores in the API documentation. To create an API key, go to Configure > Assembled API.

Assembled matches each score to the team member whose email in Assembled is the score’s agent_email, and shows it in that team member’s QA score on the Agent scorecard, as a percentage of the score’s maximum. Scores are dated by when the graded interaction was created, not when it was graded. If you send a score again with the same imported ID, Assembled updates it instead of adding a duplicate.

Common issues

• The API returns an authentication error: The API key is probably missing, invalid, or deleted. Check the key on Configure > Assembled API, and create a new one if needed.
• The API rejects a request: A required field is probably missing, or a value isn’t valid. Check the request against the API documentation.
• Scores don’t match your QA platform: Usually a field doesn’t line up, or a built-in integration uses a different date than your report. Check the date each integration uses, described in its article.
• Scores show up late: Usually the integration’s sync, or your script’s schedule, runs less often than you need. Built-in integrations sync every few minutes. Run your script more often if needed.