Core signals that detect agent behavior, resolution quality, compliance gaps, and customer experience patterns in any contact center — regardless of industry.
Regardless of industry, every contact center shares the same core challenge: understanding what actually happens in customer conversations — at scale, with evidence, without relying on sampled reviews or subjective scorecards.
Compass evaluates every interaction against observable conditions. Did the agent demonstrate empathy when it mattered? Was the issue actually resolved, or just closed? Were required procedures followed? These aren't industry-specific questions — they're the baseline of operational excellence.
Traditional QA reviews 2-5% of calls. The other 95% is a black box. Compass closes that gap by evaluating every conversation — not with keyword matching or sentiment scores, but by composing multiple observations into evidence-backed signals. When something fires, you can trace it to the exact moment in the conversation.
Universal signals give operations leaders, QA teams, and coaches a shared language grounded in what happened — not what a reviewer thought happened.
The signals listed here apply across every vertical and use case. They form the foundation that industry-specific signals build on.
