Supervisor QA & Audit Telemetry

Human Reviewed Calls (QA Audit Dashboard)

100% human-audited claims call records, compliance verification scores, and supervisor coaching logs.

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AxiScore™ Architecture Clarification

AxiScore™ is NOT for the Bot. AxiScore™ evaluates the HUMAN EMPLOYEE (Adjuster/Intake Rep) of the carrier company that owns the bot. The Call Auditor AI bot monitors 100% of human calls in real time and rates the human adjuster's compliance against company QA rules.

Total Reviewed Calls (2x Volume)

148 Calls

↑ 100% Audit Coverage

Avg Human Employee AxiScore

97.4 / 100

Weighted 40-Rule Compliance

Audit Pass Rate

98.6%

Zero Bad-Faith Disclosures

Coaching Feedback Injected

142 Notes

Synced to Guidewire XML

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Team Leader Operating Walkthrough & Admin Controls Guide

Complete manual for onboarding, scoring, coaching feedback, and dashboard configuration.

ADMIN ACCESS ENABLED

1 How to Add New Team Members

Team Leaders can onboard new adjusters or intake reps into Team Alpha (FNOL Intake) or Team Beta (Adjuster Subrogation):

Click the top blue "+ Add Team Member" button.
Fill in Rep Name, Email, CTI Extension ID, and Assign Team.
The system generates a live AxiScore telemetry profile instantly.

2 AxiScore Calculation Mechanics

AxiScore rates the human employee (0–100) based on 40 objective compliance rules:

Mandatory Disclosures (40%): State DOI rules, recording consent.
Statement Accuracy (30%): Open-ended question science, zero leading questions.
Subrogation Capture (20%): 3rd party liability, turn signal/speed verification.
Tone & Protocol (10%): Empathy, <1.4s screen coaching response.

3 Where to Put Feedback & Coaching Notes

Supervisors provide direct feedback to improve rep performance:

Click "Review Full Audit Log" on any call row.
Type coaching notes in the "Supervisor Audit Feedback" box.
Notes auto-sync to the rep's mobile telemetry board & Guidewire file.

4 Admin Edit Capabilities

Admins have full editing authority across dashboard settings:

Edit Compliance Thresholds: Adjust pass/fail AxiScore triggers (default: 90.0).
Edit CTI Endpoints: Modify Genesys/Avaya SIP audio stream routing.
Roster Permissions: Re-assign reps between Team Alpha & Team Beta.
Data Exporting: Download full XML/CSV audit packages for DOI audits.

🏆 Human Employee Gamification Suite

Employee Compliance Leaderboards & Badges

Weekly performance competitions, compliance badges, and XP point rankings across Team Alpha & Team Beta.

Weekly Employee Championship

🥇 Team Alpha (FNOL) Leading

RANK #1

Joshua Shipman (Human Rep)

Team Alpha · FNOL Senior

Reviewed Calls: 38 Calls (99.4 AxiScore)

👑 Gold Halo Auditor ⚡ 100% Disclosure Streak

RANK #2

Sarah Rodriguez (Human Rep)

Team Beta · Liability Lead

Reviewed Calls: 34 Calls (98.6 AxiScore)

🔍 Subrogation Master 🛡️ Zero Contradiction

RANK #3

Michael Chen (Human Rep)

Team Alpha · FNOL Lead

Reviewed Calls: 32 Calls (97.8 AxiScore)

🚀 Fast Handoff Ace ⭐ 2,450 XP Points

Human Employee Quality Audit Log

Displaying 16 human-audited call logs (Doubled Volume: 8 Team Alpha + 8 Team Beta).

Audit ID	Date/Time	Team	Human Employee Rep	Supervisor Auditor	Employee AxiScore	Disclosures	Action