Better insights into your support quality across both AI and human agents

We're excited to introduce more categories to our Quality Assurance framework. This update directly brings industry-standard QA categories into Gorgias, allowing you to assess AI and human agent performance using a comprehensive and e-commerce-specific QA framework.

What's New

• Comprehensive QA: Review AI Agent and human agent performances in one place

• Four New Quality Dimensions:

  • 🎯 Accuracy: Track how well agents follow correct resolution flows.

  • ⚡ Efficiency: Measure ticket handling speed and touch count.

  • 📋 Internal Compliance: Monitor adherence to internal company processes (tags, macros, escalations…).

  • 🎭 Brand Voice: Ensure consistent tone and communication style.

Why you should use it

• Streamlined Quality Management: Bring your existing QA workflows into Gorgias instead of managing separate spreadsheets

• Flexible Implementation: Start with dimensions that matter most to your team and scale up

• Deeper quality insights: Access QA metrics directly in-ticket, or in reports and exports

Where to Find It

• Ticket Panel: In the AI Feedback section

• Analytics

  • Reports: Updated Auto QA dashboard with new dimensions

  • Enhanced filtering by Auto QA category scores

• Exports: Additional QA metrics in ticket data

Coming soon

We're continuing to invest in automation capabilities for these QA dimensions, making it easier to scale your quality assurance efforts while maintaining accuracy.

To learn more about getting started, check out our Help documentation here.