What is it for?

QM addresses a simple need: understanding what's really happening in your interactions, at scale.

Concretely, it allows you to:

• Evaluate performance of your agents or teams against criteria defined by you
• Identify recurring friction points in your conversations
• Standardize evaluation by replacing subjective manual grids with consistent AI analysis
• Track performance over time

A few use case examples

QM is designed primarily for support and customer service teams, but its scope is broader than it appears:

• Call quality: verify that an agent proposed a solution, adopted the right tone, followed a script
• Email and ticket monitoring: evaluate response clarity, SLA compliance, perceived satisfaction
• Risk detection: identify sensitive signals in your exchanges — legal risks, cancellation mentions, critical dissatisfaction situations
• Compliance: ensure that regulatory obligations or internal processes are properly followed

What you need to get started

To use Quality Monitoring, you need two things:

1. Input data — the conversations Gravite will analyze (calls, emails, tickets, feedback…)
2. A scoring grid — the criteria on which you want to evaluate these conversations

The following articles guide you step by step through setting up these two elements.