> ## Documentation Index
> Fetch the complete documentation index at: https://docs2.travtus.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Quality Assurance [Beta]

**Article Overview:**

Quality Assurance allows users to review the quality of employee conversations with customers and provides a simple method to export the data.

**Use Case:**

Analyze quality of conversations to better understand the areas of opportunity for your customer facing teams.

**How-To Video:**

\[Coming Soon]

**Step-by-Step Instructions:**

1. Select the menu bar (top right)
   * Click on **Quality Assurance** from the options
2. Select date range
   * Choose between 7 days, 30 days or custom
3. Select Export
   * You'll have the option to export as a CSV or Excel file

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**FAQ:**

**What metrics are measured to provide the conversation score?**

The conversation score evaluates customer-agent interactions across four key areas:

* resolution status and follow-ups to ensure issues are addressed.
* agent performance, including personalized service, clear communication, and proactive support.
* customer experience, measuring ease of interaction, satisfaction, and frustration.
* operational efficiency, tracking response times, conversation duration, and interaction complexity.

***