Voice Agent Escalation Audit (QA)

Voice Agent Escalation Audit (QA)

1. 01

   Define the escalation triggers with the client before any call goes live

   List the exact intents, phrases, or sentiment cues that must transfer a caller to a human. For a medical practice this might include insurance questions or prescription requests, while a law firm may escalate on any mention of litigation.

2. 02

   Run a minimum of 50 recorded test calls per primary use case

   Use real or simulated callers to cover common paths, edge cases, and off-script utterances. Log every escalation decision and compare it against the agreed trigger list.

3. 03

   Measure escalation accuracy against a human-reviewed transcript sample

   Have a person label each test call as correct escalation, missed escalation, or false escalation. Calculate precision and recall so you can quantify performance rather than rely on anecdotal feedback.

4. 04

   Test latency at the moment of handoff

   Time from the caller's last utterance to the human agent picking up. A delay beyond two seconds can cause the caller to hang up, so document the actual number and set a target with the client.

5. 05

   Verify that caller context transfers to the human agent

   Check that the CRM or ticketing system receives the call summary, caller identity, and reason for escalation before the human speaks. Missing context forces the caller to repeat themselves and erodes trust.

6. 06

   Confirm consent and recording compliance for the jurisdictions involved

   Review whether two-party consent applies in the client's state or country and ensure the agent announces recording where required. Document the consent language used and store proof of opt-in.

7. 07

   Document the residual labor that remains after deployment

   List which calls still require human handling, how many hours per week that represents, and who covers it. This becomes the baseline for the client's retainer and for future optimization.