# Is the chat support of the best quality?

Quality Analysis

##### Post Metadata
- Posted at: over 7 years ago
- Net upvotes: 1


## Comments
### Comment 1

Equinox has its own Quality Analysis Team, which periodically checks the chats of every agent, under the Customer Service Assurance (CSA) metric. A minimum of 6 chats per agent is analysed for the following parameters and Quality score drawn:

Connecting with the Customer
Control of the Interaction
Discover / Troubleshooting
Resolution
Extra Delight Delivered
Closing
Reduce Customer Effort
Ticket Quality
Additional Coaching

The QA Team also conducts bi-weekly calibration sessions for teams, aligning them with the goals set, as well as to improve and maintain consistency in good chat support.

##### Comment Metadata
- Posted at: over 7 years ago




## Related Product
[Equinox Agents](https://www.g2.com/products/equinox-agents/reviews)

## Related Category
[Managed Live Chat](https://www.g2.com/categories/managed-live-chat)

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