QA - Chrome Extension

🧠 What is Oversai QA?

Oversai QA is a quality auditing tool designed to streamline your workflow by allowing you to easily monitor evaluations conducted by your QA analysts, auditors, or supervisors — all without leaving your natural work environment.

The best part? There’s no need to log into a separate platform. Oversai integrates directly with your existing CRM or CCaaS tools such as Zendesk, Aircall, Kustomer, Intercom, and many others.

Thanks to the Oversai Chrome extension, your team can perform and review quality evaluations without ever switching tabs — staying fully focused and productive within their day-to-day tools.

Getting Started with Oversai QA

In this article, you’ll find a step-by-step guide to help you set up and start using Oversai QA — from downloading the Chrome extension to creating your scorecards and more. Let’s get you up and running in no time! 🚀

What You’ll Find in the Oversai Sidebar

In your sidebar, you'll have three views:

1. Inbox View – Your Evaluation Queue

This view works like a mailbox. Here, you'll find the interactions assigned to you via inbox routers based on your custom workload settings.

📌 Want to create your own inbox router? Check out this step-by-step guide to learn how to set one up from scratch.

The filter icon allows you to quickly find assigned interactions using a variety of filters, such as:

• Date ranges

• Interaction IDs

• Agent names or emails

• And more!

This helps you easily locate specific evaluations or interactions you need to review or follow up on.

📝 What You’ll See When Opening an Assigned Interaction

When you open a pending interaction assigned via an inbox router, you’ll notice three buttons at the top of the screen:

1. General Info – View key details about the ticket or interaction you’re evaluating.

2. Scorecard – This is the quality scorecard assigned for this specific evaluation.

3. Skip – If you don’t wish to evaluate a specific interaction, you can use the Skip button. This will remove the interaction from your inbox and automatically assign you a new one, based on the workload rules configured in your inbox router.

To start evaluating and viewing the ticket in your CRM, simply click on the ticket ID. The interaction will automatically appear on the left side of your screen, allowing you to conduct a detailed review of the results alongside the selections made on the scorecard.

2. QA View (Audits) – Track and Performed Evaluations

In this section, you can:

• See completed evaluations along with their QA scores

• Filter by pass/fail, signed/disputed, manual/general audits, or other relevant criteria

• Launch stand-alone evaluations (interactions not assigned via a router)

📌 Need help with a stand-alone evaluation?
Follow this guide to get started in just a few clicks.

When you open a completed evaluation, you’ll also have access to the same three key views to help you understand the evaluation in detail:

1. General info/Score – See the final QA score for the evaluation.

2. Evaluation Details – Review each question, the selected answers, and any notes left by the evaluator.

3. Comments – View any additional comments or feedback included in the evaluation.

These views provide a complete picture of the evaluation and support better coaching and transparency.

How to edit a completed evaluation?

1. In the Audits section of the extension, click on the evaluation you want to edit.

2. Then, click the “Action” button at the top.

3. On the right-hand side, you will see the “Edit” button — click it to make changes to the evaluation.

4. Once saved, the reporting will automatically update with the new audit score.

3. Stats View – Your Performance at a Glance

This tab gives both analysts and agents access to essential QA performance metrics such as:

• QA Score

• Number of errors

• Total evaluations

• Effectiveness rate

• And more

Click the “Go to the Performance Panel” button to access your dashboard at so.oversai.com, where you can:

• View all your performance reports.

• Access your historical profile data.

• Track key metrics to monitor results.

✅ Actions Agents Can Take After Receiving an Evaluation

Once an evaluation has been completed, agents have a few options available to engage with the feedback and take action:

1. Review Evaluation
   Agents can view the full evaluation, including their QA score, missed checkpoints, comments, and any additional context provided by the auditor.

2. Sign the Evaluation
   If the agent agrees with the evaluation, they can sign it to acknowledge they’ve reviewed and understood the feedback.

3. Dispute the Evaluation
   If the agent disagrees with any part of the evaluation, they can open a dispute and provide a comment explaining their reasoning. This will notify the auditor or QA manager for review.

4. Add Comments or Questions
   Agents can leave comments directly on the evaluation to ask questions or request clarification—fostering a two-way feedback loop.

When the agent enters the QA view, they’ll see the most recent evaluation received in their inbox. By clicking on it, they can begin the process described above: reviewing the content, checking their score, and responding if needed.

After you finish reviewing this section, you’ll have two options at the end, you can either dispute the case or sign it, indicating your acceptance.

Finally, the third view features a comment section where you can engage in tailored communication regarding that specific interaction or evaluation with the evaluator. This space allows you to thank the auditor for their score and feedback or express any concerns you may have about the received score.

We hope this article has given you the clarity you need to get started with the Oversai QA app smoothly. If you have any further questions or need additional support, don’t hesitate to contact our team — we’re always here to assist you. 🔥😃