Field Notes

Evidence from the conversations your customers are already having.

Points of view on compliance, quality, and customer signal, from the team that reads 100% of the calls, reviews, tickets and surveys most teams only sample.

Quality AssuranceAgent CoachingInsurance

The fairest way to monitor your agents is to monitor all of them

Going from a 2% sample to reading every call sounds like surveillance. It is the opposite. The cherry-picked human sample is the thing that makes agents feel watched, and here is how to read 100% of your calls without turning QA into it.

Gaurav Soni

21 JUL 2026 · 7 min read

ComplianceQuality Assurance

Your QA score only measures the calls you chose to hear

A 94% compliance rate sounds like a fact about your call floor. It is a fact about your sample. In a regulated contact centre, that gap is where the fines live.

Metricsense Team

21 JUL 2026 · 7 min read