⭐ 4.8/5 on G2 · 140,000+ users · 23+ countries

Make all quality monitoring more efficient.

Build scorecards, evaluate interactions and track your team's performance — in a system designed for call centers of all sizes.

Talk to sales → How it works ↓
★★★★★ Rated 4.8/5 on G2
📊 Quality Report
📋 Evaluations Report
⚡ Productivity Report
🚨 Risk Queue
🤖 Automatic Monitoring
📝 Monitoring Form
🔒 quality.cyf.com/reports/quality
📊 Quality Report
Today
7 days
Month
Evaluations
1.248
↑ 12% vs last month
Average Quality Score
92%
↑ 3pts vs last month
Critical Errors
14
↓ 6 vs last month

🏆 Top 10 Best Agents

1
Sarah Johnson
98%
★ Top
2
Michael Chen
96%
3
Emily Davis
95%
4
James Wilson
93%
5
Rachel Green
91%
6
Laura Mitchell
90%
7
Daniel Brown
89%
8
Megan Taylor
88%
9
Kevin Harris
87%
10
Patricia Moore
86%

⚠️ 10 Agents with Lowest Score

1
David Clark
58%
2
Tyler Scott
61%
3
Lisa Turner
63%
4
Brian Carter
65%
5
Rebecca Price
67%
6
Gary Lewis
69%
7
Sandra Bell
71%
8
Robert Young
73%
9
Alice Cooper
74%
10
Edward Park
75%

📉 Most Frequent Errors

Greeting
82%
Confirmation
64%
1st Resolution
47%
Closing
31%
Empathy
22%
📋 Evaluations Report
All channels
Voice
Chat
342
Completed
28
Disputes
276
Signed feedback
66
Unsigned
41 seen
25 unseen
AgentMonitorChannelScoreStatusDate
Sarah JohnsonChris M.Voice
98%
CompletedToday, 09:12
Emily DavisJulia P.Chat
71%
DisputedToday, 08:45
James WilsonChris M.Email
89%
CompletedYesterday, 17:30
David ClarkJulia P.Voice
58%
PendingYesterday, 16:15
Rachel GreenChris M.Chat
95%
CompletedYesterday, 15:00
⚡ Productivity Report
This week
Month
📊
342
Total evaluations
↑ 18%
🎯
87%
Goal achieved
↑ 5pts
⏱️
4m
Avg. time/evaluation
↑ 40s
📞
12m
Avg. contact duration
↓ 1m 20s

Evaluations per day — last 7 days

Mon
Tue
Wed
Thu
Fri
Sat
Sun

Productivity by monitor

Monitor Evaluations done Meta Status
CM
Chris M.
124 eval.
Target: 130
95%
JP
Julia P.
106 eval.
Target: 100
106%
MR
Mark R.
74 eval.
Target: 130
57%
23
pending contacts
with elevated risk to monitor
All
High
Medium
IDAgentChannelRiskAI ScoreReasonDate
#19289David C.VoiceHigh1.2Negative sentiment + repeat contactToday, 08:12
#19245Tyler S.ChatHigh2.0Escalation keywordsYesterday, 17:44
#19301Lisa T.VoiceMedium2.8Long duration + low FCRYesterday, 16:55
#19318Mark R.EmailMedium3.1Multiple contacts same customerYesterday, 15:30
#19276Megan B.VoiceLow3.9Incomplete protocolYesterday, 14:10
82%

Automatic Monitoring — Interaction #19289

🤖 Evaluated by AI · Agent: David Clark · Channel: Voice · 14m32s · Today 08:12
High Risk
👋
Greeting as per script
Agent correctly identified the company and themselves.
✓ Yes
🔍
Contact reason confirmation
Agent rephrased the issue before proceeding.
✓ Yes
💡
First Contact Resolution (FCR)
Issue unresolved — customer indicated they will call back.
⚠ Partial
❤️
Empathy and proactive attitude
No empathy expressions detected. Frustrated customer.
✗ No — Critical
📋
Closing as per protocol
Agent provided the ticket number and closed the call appropriately.
✓ Yes
📝 Monitoring Form — Available Item Types
9 item types

Build the form exactly as your operation needs. Each item has independent weight, score and behavior.

📌 Header
No score
Organizes the form into titled sections. Does not score — groups related criteria and makes the form easier to read.
OPENING AND IDENTIFICATION
Section displayed as a title in the form
🔽 Uma resposta
Dropdown
Dropdown list with predefined options. The monitor picks one answer. Best when there are many alternatives and compact space matters.
Transfer justified?
🚨 Critical Failure
Zeroes the evaluation
When marked as non-compliant, automatically zeroes the entire evaluation score. For non-negotiable compliance, security or legal protocol criteria.
Exposed customer data?
🔘 Uma resposta
Radio buttons
Displays options as visible on-screen buttons — the monitor clicks one. Better than a dropdown when there are few options and visual clarity matters.
Greeting as per script?
☑️ Várias respostas
Checkboxes
Allows marking one or more options at the same time. Useful for categorizing multiple issues detected in a single interaction.
Reasons for non-compliance:
✏️ Campo de texto
1 line
Short free-text input. Ideal for recording ticket numbers, products mentioned, system names or any specific interaction data.
Ticket #:
💬 Caixa de texto
Multi-line
Open field for the monitor's detailed comments — observations about the interaction and specific coaching recommendations for the agent.
🖼️ Imagem
Visual reference
Displays an image directly in the form — such as a visual script, interaction flowchart or best practice example to guide the monitor.
🖼️ script_abertura_v3.png
⚡ Bônus / Punição
Extra score
Adds or deducts points for exceptional behavior or serious infractions, without changing the weight of the other form items.
Proactive offer to customer?
140K+
Active users
23+
Countries
4,8/5
Rating on G2
3×
More evaluations with AI
FEATURES

Everything you need. Without the complexity.

From the scorecard to feedback, CYF Quality centralizes all quality management for your operation.

📝

Highly customizable forms

9 item types to build the form exactly as you envision — with weights, critical criteria and conditional logic.

⚖️

Dispute management

Complete dispute flow between agents and monitors. Full transparency at every step — no emails or spreadsheets.

📎

File uploads

Attach calls, chat transcripts or emails directly to the evaluation. Agents hear and understand feedback with full context.

⚡

Electronic feedback

Eliminate unnecessary in-person sessions. Agents receive, read and sign feedback with one click.

🔄

Feedback flows

Three different flows to ensure the coaching session happens — with tracking and automatic reminders.

🔍

Auditing

Ensure third-party processes are being carried out correctly with the built-in auditing function.

⚖️

Calibration

Ensure consistency in evaluations with the calibration process between monitors — eliminate bias and align criteria.

🔗

Integrations

Boost productivity by integrating contacts and users with CYF Quality via API and native connectors.

🎥

Screen recording

Record the screen of every interaction — see exactly what the agent did during the call.

👁️

Secret screen monitoring

View agents' screens in real time, discreetly, without the agent knowing they are being monitored.

🤖

Artificial intelligence

Automatic monitoring, risk detection and Copilot — three AI tools covering every step of the quality process.

PROCESS

Set it up once. Monitor forever.

From setup to your first report in less than a day.

01

Build your form

Set criteria, weights and critical items with the drag-and-drop interface. No code required.

02

Evaluate interactions

Monitors evaluate contacts through the dashboard — with audio, chat or email attached.

03

Manage feedback

Agents receive, read, sign and dispute feedback — all within the system.

04

Analyze the reports

Quality, Evaluations, Productivity and Risk — all in interactive dashboards.

REPORTS

Data that drives action.

Four interactive reports to monitor every angle of your operation.

📊 Quality
📋 Evaluations
⚡ Productivity
🚨 Risk Queue

Quality Report

Complete view of team performance. Scores, critical errors, agent rankings and period-over-period comparisons — in a single dashboard.

  • Top 10 agent ranking with visual alerts
  • Critical and recurring errors with drill-down
  • Year-over-year comparison by supervisor or group
  • Filters by channel, period, operation and role
  • One-click export to PDF or Excel

Team average score — last 4 weeks

Week 1
82%
Week 2
86%
Week 3
89%
Week 4
92%

Evaluations Report

Full visibility into completed evaluations, signed feedback, disputes and agent engagement.

  • Dynamic table with the status of each evaluation
  • Tracking of open and closed disputes
  • Goal achievement by agent and supervisor
  • Filters by date, channel and operation
  • Actionable insights on individual performance
Evaluation statusThis week
Completed248
Pending54
Disputed28
75% of evaluations completed on time

Productivity Report

Track in real time how many evaluations each monitor completes, goals achieved and average evaluation time.

  • Total evaluations by monitor, supervisor and manager
  • Average evaluation time and contact duration
  • Goal tracking with deviation alerts
  • Trend charts by period
  • Filters by channel, date and role
Evaluations by monitor — this week
CM
Chris M.
124
JP
Julia P.
106
MR
Mark R.
74

Risk Pending Queue

AI analyzes each contact and creates a prioritized queue — the highest-risk interactions appear at the top for immediate human review.

  • Risk score calculated in real time by AI
  • Automatic prioritization by sentiment and urgency
  • Filters by agent, channel and risk level
  • One-click review assignment
  • Complete decision history per contact
Today's risk distribution
Alto
7
Médio
16
Baixo
39
ADDITIONAL TOOL

Know your customer. Automatically.

CYF AI Insights is a complementary tool to CYF Quality. While Quality monitors your agents, AI Insights automatically analyzes customer conversations and delivers a daily report to your inbox every morning.

Learn about CYF AI Insights →
✨
Today's report
Generated at 06:00 · 1,284 conversations analyzed
📊 Executive snapshot
Total volume1,284 contacts
Estimated satisfaction84%
Urgency / Escalation37 cases
Most frequent patternIssues with billing
🚨 Critical alert: 12 customers mentioned contract cancellation in the last 24h — a 60% increase vs. average.
💬 WhatsApp 📧 E-mail 📸 Instagram ✈️ Telegram
✦ Exclusive for CYF Quality customers
☀️

Morning report to your inbox

Every day at 6am you receive a summary of yesterday's conversations — before any meeting.

🚨

Automated critical alerts

AI detects mentions of cancellation, fraud, extreme dissatisfaction and urgency spikes — and alerts you first.

🔍

Recurring friction patterns

Identifies the topics that generate the most friction with your customers, with daily trends and variance.

💡

Actionable recommendations

Every report ends with concrete suggestions for the day — no data analyst needed.

Supported channels
WhatsApp, Email, Instagram and Telegram. Works with the channels you already use — no migration needed.
MONITORING

Manual or automatic. You decide.

Two modes that complement each other — for complete coverage of your operation.

👤 MANUAL MONITORING

Full human evaluation

Monitors evaluate contacts using custom forms, add rich comments and manage feedback in real time.

  • Forms with 9 item types and weights
  • Upload calls and transcripts
  • Electronic or in-person feedback sessions
  • Disputes with deadlines and history
  • Calibration between monitors
🤖 AUTOMATIC MONITORING

AI evaluates. Human decides.

AI transcribes, interprets and fills in every criterion of your form with advanced conditional logic — and delivers a prioritized queue for the monitor to review.

  • Item-by-item evaluation using your actual form
  • Smart detectors eliminate false positives
  • Automatic N/A by context — no penalizing the agent
  • Prioritized queue by risk level
  • Onboarding assisted by CYF specialists
See how it works in detail ↓
AUTOMATIC MONITORING — UNDER THE HOOD

An AI trained to understand your business.

It's not a generic AI. It's a system configured item by item with your operation's criteria, protocols and business rules — and continuously improved with support from the CYF specialists team.

How each interaction is processed
🎙️
STT Transcription
The interaction audio is converted to text by the STT engine — voice, chat or email.
→
🔍
Context detectors
AI identifies the call type — new request, repeat contact, complaint, out of scope — before evaluating any criterion.
→
⚖️
Conditional evaluation
Each form item is only evaluated when the context allows. Without relevant context, the item becomes N/A — without penalizing the agent.
→
📋
Form completed
The form is already filled in, scored and feedback automatically sent to the agent. Monitor review exists but is optional.
→
👤
Human review
The monitor can review and flag disagreements — which feeds the continuous improvement of prompts. But the evaluation and feedback have already happened automatically.
The three technical differentiators
01
🎯

Intelligent context detectors

Before evaluating any quality criterion, AI classifies the interaction type using dedicated detectors — unscored items that answer questions like: "is this a new request?", "is this a repeat contact?", "is this an internal complaint?"

DETECTOR EXAMPLE
ItemNew service request
TipoDetector (score 0)
AI prompt"Is the customer requesting a new service for the first time in this contact?"
If No →Data collection becomes N/A automatically
02
🔗

Contextual evaluation — the right criterion, at the right time

Each form item is only activated when it makes sense for that interaction. AI identifies the call context and automatically applies the corresponding criteria.

CASCADE EXAMPLE
Detector New request = Yes
↓ activates
Detector Service loaded = Yes
↓ activates (only if both = Yes)
Evaluated Complete customer data collection
03
🛡️

Smart N/A — no penalty for context

When a criterion does not apply to the interaction type, it is automatically marked N/A — and does not affect the agent score. The system never penalizes for something outside the scope of the call.

HOW N/A WORKS
Repeat contact call
✓ Greeting ✓ Empathy N/A Data collection N/A Address confirmation
Agent is not penalized for not collecting data on a repeat contact.
From zero to live — with the CYF team by your side
✦ ASSISTED ONBOARDING

CYF specialists translate your criteria into AI logic

You don't need to know anything about prompts or technical setup. The CYF team analyzes your existing forms, converts your criteria into automatic evaluation logic, validates results against real transcripts and iterates until the behavior is correct.

The only thing you need to bring is your business knowledge.

1
Analysis of your current criteria
The CYF team studies your existing manual forms and understands your operation's business rules.
2
Detector and prompt configuration
Each criterion is converted into a precise question for AI, with context detectors and appropriate conditional logic.
3
Validation with real transcripts
Results are compared point by point against evaluations from human calibrators. Disagreements are investigated and prompts are adjusted.
4
Approval and activation
When accuracy reaches the agreed level, the configuration is activated in production. You follow every step.
∞
Continuous improvement
Monitors flag disagreements, the CYF team analyzes patterns and prompts are refined in regular cycles — AI becomes more accurate over time.
Complementary AI tools
🚨 RISK MONITORING

100% coverage. Zero sampling.

AI reviews every contact and automatically detects: dissatisfaction, lack of empathy, fraud signs, data exposure, legal escalation risk and low performance.

  • →Classifies: low, medium or high risk
  • →Prioritized queue for immediate review
  • →Configurable with your own risk criteria
✨ CYF COPILOT

Smart summary in the form

Copilot analyzes each call and generates a detailed summary — protocol compliance, problem resolution, critical points — directly in the evaluation form.

  • →Summary appears directly in the form
  • →Processed on CYF servers — privacy guaranteed
  • →More evaluations in the same time
PLANS

The right plan for you.

Users considered: monitors, supervisors and evaluated agents. Talk to sales to build the ideal plan for your operation.

FEATURES
Starter
Manual or AI-powered
MOST POPULAR
Lite
Manual or AI-powered
Pro
Manual or AI-powered
Premium
Manual or AI-powered
Talk to sales Talk to sales Talk to sales Talk to sales
FREQUENTLY ASKED QUESTIONS

Your questions. Answered.

Everything you need to know before getting started.

What plans are available?▾
CYF Quality offers four plans: Starter, Lite, Pro and Premium. Each includes the core manual and automatic monitoring — with differences in storage, advanced features and support. Talk to sales to build the ideal plan for your operation.
How many forms can I create?▾
You can create as many forms as you need — by channel, operation or interaction type. Each form has independent items, weights and critical criteria.
What is the difference between Automatic Monitoring, Risk Monitoring and Copilot?▾
These are three complementary tools. Automatic Monitoring uses AI to fill in the quality form — eliminating repetitive work. Risk Monitoring analyzes 100% of contacts to detect risks and prioritizes critical ones for human review. Copilot generates a call summary directly in the form, so monitors can evaluate faster and with more context.
Can agents dispute evaluations?▾
Yes. The dispute flow allows agents to challenge specific criteria, the monitor responds with justification and a supervisor makes the final decision — all tracked within the system.
Do I need to install anything?▾
It depends on your plan. On the Starter and Lite plans, CYF Quality is 100% browser-based — no installation, no VPN, access from any device. On Pro and Premium plans, some advanced features such as secret screen monitoring, screen recording and full-time recording require installing a Windows-compatible application on agents' machines.
Does it work for voice, chat and email operations?▾
Yes. CYF Quality supports four channels: voice, chat, email and in-person interactions. You create specific forms for each channel and evaluators access recordings or transcripts directly in the platform. The in-person channel must be enabled if your operation wants to use it.
How is data protected?▾
CYF follows strict security and privacy standards, with encryption in transit and at rest. AI processing is done on CYF servers — your data never leaves the controlled environment. For full details, see our Privacy Policy and Privacy Center.

Ready to elevate your customer service quality?

Over 140,000 users in 23 countries trust CYF Quality. Talk to sales and build the ideal plan for your operation.

Talk to sales → Access the system