AQA (Automate Quality Assurance): Full User Guide

Audience: Supervisors
Last Updated: 03/04/2025

Outcome Statement

After reading this section, you will be able to understand and utilize AQA (Automated Quality Assurance) to improve call oversight, streamline evaluations, and enhance training within your 911 center. You will also learn how to configure the necessary settings and enable features to maximize the efficiency of AQA.

Overview

AQA is an AI-powered Quality Assurance (QA) platform designed to help 911 centers improve call oversight, streamline evaluations, and enhance training. AQA automates call categorization, protocol adherence checks, and QA scoring to help your agency maintain high call-taking standards with minimal manual effort.

AQA Value

Automates QA at scale – Ensures 100% of your calls are reviewed for compliance without manual intervention.
Saves time & effort – Reduces the burden on you and your supervisors by automating call tagging and protocol checks, while consolidating screens and processes for end-to-end QA review.
Improves training & performance – Provides immediate feedback to call-takers and gives them autonomy to review their calls and feedback, without needing to pull supervisors off the floor to listen to calls together.

Feature Overview

In-depth FAQs are linked with each available feature.

Feature Name	Description	Availability
Auto-Check Protocols	Automatically evaluates 100% of your calls against center-specific protocols to ensure adherence to required call-taker questioning.	✅ Available Now
QA Forms	Allows you to review, score, and provide feedback on calls in-platform, alongside audio replay, transcript, AI Insights & Auto-check protocols, using your own custom evaluation forms.	✅ Available Now
All Incidents & Custom Dashboards	Monitor incidents and create custom dashboards using a variety of filters in Analytics.	✅ Available Now (also included in ACT)
AI Call Tagging	Automatically categorizes calls post-hang-up based on agency-defined AI prompting for more nuanced, targeted call identification, oversight, and QA.	✅ Available Now (also included in ACT)