Hidden denominator
Coverage is measured against the interactions configured, ingested, and eligible for the active scorecard.
Audit / Quality
Know what was evaluated, why it scored, and what needs to improve.
Quality applies configured, versioned scorecards to eligible ingested interactions. It preserves criterion-level rationale, findings, coverage, and the improvement work that follows.
- Built for
- Quality leaders, support operations, and risk teams
- Answers
- Can we move beyond samples without hiding the denominator?
01 Eligible coverage 02 Completed audits 03 Critical findings The quality gap
A score without eligibility and evidence is not operational control.
Small samples can miss recurring failures, while universal-coverage claims hide whether every interaction was actually ingested and eligible. OpenOS exposes the configured population and the audit pipeline.
Unexplained scores
Criteria retain rationale, synchronized evidence, severity, and findings for review.
No improvement loop
Repeated patterns can move into coaching, alerts, or leadership decision framing.
Mechanism
From resolved interaction to improvement evidence
Define
Configure the scorecard version, criteria, source scope, and eligible population.
Queue
Resolved or imported interactions enter the audit pipeline when they meet the eligibility rules.
Explain
Store criterion scores, rationale, evidence, findings, severity, and audit state.
Improve
Route findings into review, coaching, alerts, and repeated-pattern analysis.
Operational control
Quality controls beyond a single score
The operating model includes the scorecard, evidence, pipeline health, and human review context.
Versioned scorecards
Know which rubric evaluated an interaction and preserve the version used at audit time.
Eligibility coverage
Show completed, pending, failed, and missed work against the configured denominator.
Evidence drill-down
Review criterion-level rationale and the conversation evidence synchronized to the finding.
Reconciliation
Identify missed audits and requeue eligible work instead of silently reporting false coverage.
Demonstration scenario
A scorecard failure clusters around one support intent.
Illustrative workflow using demonstration dataReturn-status interactions show repeated process-adherence failures on one queue.
Each finding retains criterion rationale and conversation context.
The Quality owner creates coaching and raises the repeated operational pattern.
Trinetra can frame the broader workflow issue when the pattern becomes material.
Measures
Define success before the workflow changes.
Eligible coverage
Completed audits divided by the configured eligible interaction population.
Critical-finding rate
Audits with a finding at or above the configured critical severity.
Reconciliation gap
Eligible interactions that have not reached a completed audit state.
Direct answers
What buyers ask next.
Can we use our own scorecard?
Yes. Scorecards and criteria are configured for the entitled tenant scope and preserved by version.
Can historical work be evaluated?
Controlled imports and Quality ingestion contracts support selected chat, email, and audio sources in supported formats.
Does full coverage mean every interaction?
No. It means coverage of the population that was configured, ingested, and eligible for the applicable scorecard.
Tailored walkthrough
Bring one support workflow. Leave with a clear first loop.
A tailored walkthrough for Support/CX, operations, and technology leaders—using your channels, responsibilities, and success measures.
- 01Your current loopChannels, systems, volume, and the operational gap.
- 02The product proofResolve, escalate, audit, and decide in one scenario.
- 03A scoped first deploymentOne workflow with explicit evidence and success measures.
Prefer email? sales@openost.com