Policy compliance
Highlight whether replies matched the store’s current refund, return, and shipping rules.
Workflow library
Agent QA workflows for teams that want consistency without manual sampling alone.
SparkWren can review ticket batches for policy accuracy, escalation behavior, and response quality so CX leads can coach more effectively.
Useful for
- BPO oversight across multiple brands
- Fast hiring periods with uneven macro usage
- Manager review queues that take too long
- Teams trying to reduce refund or escalation mistakes
Escalation discipline
Flag cases that should have been escalated or cases that were escalated too often.
Tone review
Check if the response style fits the intended brand voice for each queue or client.
Review dimensions
- Policy correctness against the latest help-center or SOP rules
- Whether the rep requested the right missing evidence
- Whether the case was escalated too late or too early
- Whether the tone matched the brand and queue type
Manager outputs
- Coaching-ready examples of strong and weak handling
- Macro or policy areas creating repeated confusion
- Rep-level patterns worth reviewing manually
- Queue-level summary for daily or weekly operations reviews
Related workflows
QA becomes more useful when it connects to the live workflows agents already run.
Policy drift
Use when the main issue is outdated macros, SOP changes, or inconsistency across queues.
Daily ops summary
Use when managers need quality findings rolled into the same brief as ticket and exception trends.
Refund routing
Use when QA review shows reps struggling most with policy-heavy refund and return decisions.