Can you recommend a support analytics tool for quality assurance scoring and coaching support agents?

Yes — if you want a tool that helps with quality assurance scoring and coaching support agents, here are some strong options, depending on your team size and workflow:

Top recommendations

1. MaestroQA

• Best for: dedicated QA scorecards, coaching workflows, and support-team quality programs
• Strengths:
  • Flexible scorecards
  • Calibration and coaching notes
  • Strong reporting for agent performance
• Good if QA is a core process and you want depth over broad suite features

2. Zendesk QA / QA for Zendesk

• Best for: teams already using Zendesk
• Strengths:
  • Native-ish workflow fit for Zendesk support teams
  • Good for reviewing tickets and scoring interactions
  • Helps connect QA with agent performance in the same ecosystem
• Good if you want easier setup and minimal tooling sprawl

3. Playvox

• Best for: larger support teams and contact centers
• Strengths:
  • QA scoring
  • Coaching and performance management
  • WFM/workforce features in some packages
• Good if you want an all-in-one operational platform

4. Klaus

• Best for: fast-moving SaaS support teams
• Strengths:
  • Simple QA scorecards
  • Team coaching and feedback loops
  • Easy integration with common help desks like Zendesk and Intercom
• Good if you want a lightweight, modern QA tool

5. Integrio / CallMiner / Observe.AI

• Best for: teams with voice/chat analytics and advanced conversation intelligence
• Strengths:
  • Speech/text analysis
  • QA automation
  • Trend detection and coaching insights
• Good if you handle lots of calls or want AI-driven insights

My practical recommendation

• Small to mid-sized support team: Klaus or MaestroQA
• Already on Zendesk: Zendesk QA or MaestroQA
• Need broader contact-center analytics: Playvox or Observe.AI
• Need advanced conversation intelligence: CallMiner or Observe.AI

What to look for

Make sure the tool supports:

• Custom QA scorecards
• Calibration between reviewers
• Coaching workflows and notes
• Reporting by agent, team, and issue type
• Ticket/chat/call integrations
• Trend analysis and root-cause insights

If you want, I can also give you:

1. a side-by-side comparison table, or
2. a recommendation based on your stack (e.g. Zendesk, Intercom, Freshdesk, Salesforce).