AI agent for call center supervisors
Quality Dispute and Calibration Agent
Resolve disputes fairly with evidence and find which rubric items reviewers score inconsistently.
What it does
An agent disputes a score of 72, and you spend an hour relistening to the call, then find that two reviewers score the same item differently. This agent collects each disputed call, with the recording or transcript, the original score and the agent's reason. It re-scores the call against the rubric, item by item, and quotes the moment in the call that supports each score. It then compares its result with the original reviewer and with other reviewers' scores on similar calls to see whether the item is scored inconsistently. It checks that its own score is consistent with the rubric wording and with a set of agreed example calls. If an inconsistency shows up, it adds the call to a draft calibration set. The supervisor approves any score change. Edge case: the rubric item itself is ambiguous, so the agent flags the wording.
How it works
Follow the arrows from top to bottom. The orange dashed arrow is the loop: when a check fails, the agent goes back and tries again.
Read the steps as a list
- Dispute filed
- Collect the call, scorecard and agent's reason
- Re-score each rubric item with a quote from the call
- Is each score backed by a quote and the rubric wording?If not: re-read the passage and rescore the item or mark it ambiguous. Back to step 3.
- Compare with the original reviewer and other reviewers' scores
- Flag items where reviewers differ by more than one level
- Supervisor approves any score changeThe agent waits here for your OK.
- Add inconsistent calls to a draft calibration set
- Check the agreed example calls against the same rubric
- Does the agent score the agreed calls the same as the team?If not: adjust how the item is read and rescore the disputed call. Back to step 3.
- Dispute decision and calibration set
How it decides
It scores every item from the rubric with a quote as proof. An item is inconsistent if reviewers differ by more than one level on similar calls.
- Change a score only when the call evidence clearly contradicts it
- Flag an item when reviewers differ by more than one level on similar calls
- Mark rubric wording as ambiguous when two readings are possible
- Escalate disputes over compliance items to the supervisor with no recommendation
Make it yours
Every agent is a starting point. You choose these settings for your own situation.
- Rubric items and scales
- Difference that counts as inconsistent (default more than 1 level)
- Calibration set size
- Example calls to test against
- Which items are compliance items
What keeps you in control
It always asks you first
- Supervisor approves any score change
- Supervisor approves the calibration set
Hard limits
- Never change a score without supervisor approval
- Never recommend discipline or any action about a person
It stops when
- Done: dispute resolved and flagged items added to calibration
- Stop: no recording or transcript exists for the call
Set it up
We guide you through the set-up, step by step
Members get the full set-up guide for this agent. No technical skills needed: you copy, paste and upload.
- One set of instructions to paste into your AI, with the clicks for ChatGPT, Claude, Microsoft 365 Copilot, Gemini and Grok
- The agent then walks you through connecting your own data, one source at a time
- A downloadable copy with the flow chart, the rules and the full guide
