All customer conversations, across channels and the full customer journey, get a Compass Agent Impact Score: how much the behavior moved the result, adjusted for difficulty. One standard, human or AI.
Most teams evaluate one interaction at a time, on one channel, against a checklist. A yes-no check on the last call, disconnected from everything else that happened with that customer.
Compass scores every conversation on whether the individual’s behavior changed the outcome, not whether a script was followed.
Tone, sequence, timing, and specific quotes, not whether the right words appeared.
Cancellations, upsells, escalations, and renewals each scored on what matters for that outcome.
The same evaluator applies whether a person or an AI agent handled the conversation.
Each evaluation attaches to that customer’s full history, so patterns surface across the relationship, not just the last call.
The standard for discovery, objection handling, renewal conversations, and compliance-sensitive moments is defined once, then measured the same way across every conversation.
Every evaluation points back to actual quotes and timestamps, so “why did this score low” always has an answer.
Patterns surface instead of anecdotes: who needs help, where calls break down most, and where the team is already strong.
Quality depends on what you happen to overhear, what customers complain about, and what supervisors catch during spot checks. Coverage is thin and problems usually surface late, through complaints or escalations. Conversation quality is not measured consistently across the team.
Every conversation is evaluated against the same criteria, automatically. You see the full picture, not just the outliers that make noise. Compass delivers actionable evidence.
Each evaluation points to the exact quotes and timestamps that produced it. Defensible in a QA calibration, coaching one-on-one, or compliance review.
Voice, meeting, email, chat, all scored on the same criteria and comparable across the entire customer relationship.
Individual trends tracked across every conversation type, so you see how a rep or account executive is trending across interactions.
