Assembled can pull quality assurance (QA) data into your Agent Scorecard, so you can see how well an agent is performing alongside metrics like adherence and occupancy.
Plan availability: QA score integration is part of Assembled's Pro and Enterprise plans. See our Plans page, or contact support@assembled.com to enable it.
Once your QA data is connected, scores start showing up automatically in the Agent Scorecard for each agent.
Which QA platforms have a native integration with Assembled?
Assembled connects directly to the following QA platforms:
These integrations sync automatically, so there's nothing further to configure once they're connected. If you don't see your platform on this list, you have two options: ask us to build a native integration, or send your scores through our API (see the next section).
If you'd like us to add a native integration for your platform, contact support@assembledhq.com.
What if my QA platform doesn't have a native integration?
You can still get your QA scores into Assembled by sending them through our bulk QA scores API endpoint. This works for any QA platform, including ones we don't natively support.
POST https://api.assembledhq.com/v0/qa_scores/bulk
Authenticate with your Assembled API key using HTTP Basic Auth: enter the key as the username, and leave the password blank. Find your API key at Settings > API.
Each score you send requires the following fields:
| Field | Description |
|---|---|
agent_email |
Email of the agent being graded. Assembled uses this to match the score to the right agent. |
ticket_created_at |
Unix timestamp of when the graded interaction was created. |
score |
The agent's score for this evaluation. |
imported_id |
A unique identifier for the graded interaction. |
You can also include these optional fields: max_score (defaults to 100), grader, graded_at, agent_name, agent_platform_id, and platform.
Example request:
curl "https://api.assembledhq.com/v0/qa_scores/bulk" \
-H "Content-Type: application/json" \
-X POST \
-u sk_live_abc123: \
-d '{
"scores": [
{
"agent_email": "agent@example.com",
"ticket_created_at": 1660000400,
"score": 85,
"max_score": 100,
"imported_id": "eval_123",
"grader": "QA Supervisor",
"graded_at": 1660001000
}
]
}'Note: you can send up to 1,000 scores per request. The default rate limit is 300 requests per minute; contact support if you need a higher limit.
Most teams run this as a scheduled script or job that pulls evaluations from their QA platform and posts them to Assembled on a recurring basis. Make sure each score includes the agent's email, since that's how Assembled matches it to the right agent.
What do we use QA data for in Assembled?
For now, QA data is used to complement the Agent Scorecard report. It's a visual aid that sits alongside adherence, occupancy, and other performance metrics, and it doesn't drive any metric-based reporting on its own.
How do I troubleshoot QA integration issues?
| Issue | Likely cause | Resolution |
|---|---|---|
| API authentication errors | The API key is missing, invalid, or doesn't have the right permissions. | Confirm the key at Settings > API, and generate a new one if needed. |
| Data discrepancies | Fields sent to the API don't line up with what's expected, or a native integration's field mapping is off. | Review the required and optional fields above, or check your platform's field mapping settings. |
| Synchronization delays | A native integration's sync schedule, or a custom script's run schedule, needs adjusting. | Check the sync schedule and adjust it to match how often you need updated scores. |
Keep in mind: all data exchanged between Assembled and your QA platform is encrypted in transit. We recommend rotating your API keys periodically and reviewing access permissions regularly.
Questions? Contact support@assembled.com and we'll be glad to help.
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