Automated Talkdesk QA Coverage Checks
Every Monday, WebRun opens Talkdesk, counts last week's evaluations per agent, finds who fell short of your review quota, picks a spread of their call recordings across queues and dispositions, posts the coverage gap to Slack, and creates a Trello card per agent with the calls ready to score.
How do I make sure every contact centre agent gets calls reviewed?
WebRun keeps Talkdesk quality reviews even across your team. Every Monday it counts completed evaluations per agent against your quota, samples calls across queues and dispositions for anyone short, posts the coverage gap to Slack, and queues each agent's calls on a Trello board ready to score.
- Every agent gets reviewed, not just the ones people happen to hear
- Reviewers open Monday to a ready made sample per agent
- Agents with zero evaluations are impossible to miss
Built for contact centre QA leads · support managers · team leaders · BPO operations
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
talkdesk.comin a real browser with your saved login - no setup, no API keys. -
1
Talkdesk - count evaluations and sample calls
talkdesk.com
WebRun opens Talkdesk to count evaluations and sample calls. - Open Talkdesk and list agents who handled calls last week
- Count completed evaluations per agent against your weekly quota
- For each agent under quota, pick a sample of call recordings
- Spread the sample across queues and call dispositions rather than only the short ones
- Do not score, reopen or delete an evaluation. Scoring stays with your QA team
Done when Every under-reviewed agent has a sampled set of calls ready to score.
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2
Slack - post who has been missed
slack.com
WebRun opens Slack to post who has been missed. - Post the weekly QA coverage picture to your contact centre channel
- Show evaluations completed per agent against quota, worst covered first
- Call out any agent with no evaluation at all in the period
- Name the total number of calls sampled and waiting to be scored
Done when The team can see who was missed and by how much.
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3
Trello - queue the calls ready to score
trello.com
WebRun opens Trello to queue the calls ready to score. - Open the QA board in Trello
- Create one card per under-reviewed agent with their sampled calls listed
- Put agents with zero evaluations at the top of the To score list
- Move a card to Done only when the evaluations show as completed in Talkdesk
Done when Each reviewer has a card with the calls to score this week.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Does it score the calls itself?
No. WebRun counts coverage and samples the calls. Every evaluation is scored by a human reviewer in Talkdesk, so agent feedback still comes from a person.
How does it pick which calls to sample?
It spreads the sample across queues and call dispositions for each agent, so a review set is not all short calls or all one queue, which is where coaching goes wrong.
Is any of this shared with the agents?
Not by WebRun. The coverage list goes to your internal Slack channel and the Trello board is for reviewers. How and when feedback reaches an agent stays your call.
Related templates
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