New Auto QA Category: Language Proficiency

We're excited to announce the latest addition to our automated Quality Assurance feature: Language Proficiency. This new category complements the existing Communication category to help ensure your support team delivers consistently professional and effective communication.

Language Proficiency automatically evaluates agents’ messages for:

• Grammar and syntax accuracy

• Fluency in the customer's language

• Writing clarity and readability

This smart feature helps maintain high communication standards across your support team while reducing manual QA overhead.

Language Proficiency QA is now available to all Automate customers in the Auto QA report and in the ticket side panel, in the AI Feedback tab.

Other notable statistics improvements:

• We have updated the computation of the following metrics to include Aircall messages:

  • Messages sent

  • Tickets replied

  • Messages per ticket

  • FRT

  • RT

  • One-touch tickets

• We fixed a bug affecting the drill-down in the Auto QA Agent Performance table.