> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Quality AI Express

Quality AI Express is a version of Quality AI designed for organizations using third-party Contact Center as a Service (CCaaS) platforms. Where Quality AI integrates natively with Contact Center AI (CCAI), Quality AI Express connects through file-based integration — letting you keep your existing CCaaS investment while accessing enterprise-grade conversation analytics and agent performance tools.

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## What to Know Before You Start

Quality AI Express delivers approximately 90% of Quality AI's capabilities.

### What's Fully Available

* **Automated Quality Scoring** — 100% conversation coverage with AI-powered evaluation
* **Advanced Analytics** — sentiment analysis, topic discovery, and churn prediction
* **Agent Development** — scorecards, coaching assignments, and performance tracking
* **Compliance Monitoring** — automated adherence tracking for regulatory requirements

### What's Limited

* **Real-time Efficiency Metrics** — no access to live operational data (call volume, queue metrics)
* **Some Agent KPIs** — limited to conversation-based metrics; excludes occupancy, state distribution, and CSAT integration

### Not Available (Requires Real-time Platform Integration)

* Advanced Playbook Adherence (complex dialog flow tracking)
* Live Agent Monitoring (real-time alerts and intervention)
* Platform-specific Metrics (speed to answer, CSAT)

**Why these limitations exist:** File-based integration cannot access real-time operational data stored in your CCaaS platform. However, this trade-off lets you keep your existing CCaaS without switching vendors.

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## Capability Comparison

### Core Strengths (Full Feature Parity)

#### Automated Quality Assurance

* Question-Answer Adherence
* Speech Adherence
* Automated Scoring

#### Conversation Intelligence

* Sentiment Analysis
* Topic Discovery
* Churn Prediction

#### Agent Performance and Development

* Agent Scorecards
* Coaching Assignments
* Performance Monitoring

### Capability Differences

| Feature Category        | Quality AI Express                 | Full Quality AI                        | Impact                                 |
| ----------------------- | ---------------------------------- | -------------------------------------- | -------------------------------------- |
| **Auto QA Coverage**    | Question/Answer + Speech adherence | + Agent AI playbook adherence tracking | Most critical compliance needs covered |
| **Agent Performance**   | Conversation-based KPIs            | + Real-time occupancy/state metrics    | Core coaching data available           |
| **Operational Metrics** | Historical conversation analysis   | + Live efficiency monitoring           | Strategic insights maintained          |

### Detailed Feature Matrix

| Category                      | Feature                        | Quality AI (with CCAI) | Quality AI Express | Notes                             |
| ----------------------------- | ------------------------------ | ---------------------- | ------------------ | --------------------------------- |
| **Auto QA**                   | Adherence By Question - Answer | Yes                    | Yes                | Full capability                   |
|                               | Adherence By Speech            | Yes                    | Yes                | Full capability                   |
|                               | Adherence By Playbooks         | Yes                    | No                 | Requires real-time context        |
|                               | Adherence by Dialog            | Yes                    | No                 | Requires conversation flow access |
| **Conversation Intelligence** | Efficiency KPIs                | Yes                    | No                 | Platform-dependent metrics        |
|                               | Agent Performance KPIs         | Yes                    | Partial            | Core metrics available            |
|                               | Experience Analytics           | Yes                    | Yes                | Full capability                   |
| **Agent Development**         | Agent Scorecards and Dashboard | Yes                    | Yes                | Full capability                   |
|                               | Coaching Tools                 | Yes                    | Yes                | Full capability                   |

**Partial Agent Performance KPIs exclude:** CSAT integration, agent occupancy, agent state distribution, and playbook adherence tracking.

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## When to Choose Quality AI Express

**Choose Quality AI Express if:**

* You are committed to your current CCaaS platform.
* You need automated QA and conversation analytics without operational disruption.
* You want faster implementation (30 days vs. 6+ months for platform switching).
* Conversation-based insights meet your reporting needs.

**Consider Full Quality AI if:**

* You are evaluating CCaaS platform changes.
* You need real-time operational monitoring and alerts.
* Advanced playbook adherence tracking is critical for compliance.
* You want the deepest integration between quality management and contact center operations.

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## How It Works

Quality AI Express integrates with your contact center through four steps:

1. **File Export** — your CCaaS platform exports conversation recordings and metadata to your AWS S3 bucket.
2. **S3 Connector** — an automated connector ingests and processes the conversation data.
3. **AI Processing** — natural language processing and machine learning analyze the conversations.
4. **Analytics Dashboard** — insights and reports are delivered through web-based dashboards.

### Supported Data Types

| Type              | Format                                                   |
| ----------------- | -------------------------------------------------------- |
| Voice Recordings  | Stereo and mono audio (WAV, MP3)                         |
| Chat Transcripts  | JSON-formatted chat conversations                        |
| Voice Transcripts | Pre-transcribed audio conversations                      |
| Metadata          | CSV files with conversation details and participant info |

For S3 setup details, see [AWS S3 Connector Setup Guide](/ai-for-service/quality-ai/connectors/aws-s3-connector-setup-guide).

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## Getting Started

### Prerequisites

* AWS S3 bucket for conversation data storage
* Conversation recordings or transcripts from your CCaaS platform
* Agent and queue configuration data

### Implementation Steps

1. **Data Preparation** — organize conversation files and metadata in the required formats.
2. **S3 Configuration** — set up the AWS S3 bucket and configure access permissions.
3. **Connector Setup** — configure and test the S3 connector integration.
4. **Platform Onboarding** — import agent profiles and configure Quality AI parameters.
5. **Testing and Validation** — verify data flow and analytics accuracy.
6. **Production Deployment** — begin automated quality analysis and reporting.

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## Migration Path

If you adopt CCAI in the future, you can migrate from Quality AI Express to the full Quality AI platform without losing data.

Migration provides:

* **Data Continuity** — historical conversations and analytics are preserved.
* **Feature Upgrade** — full Auto QA capabilities and real-time efficiency KPIs become available.

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