Behavior in later calls
Compare the same criterion across a defined sample before and after coaching. Record sample size and context.
EQUATURE IN PRACTICE · CLOSED-LOOP WORKFLOW
Turn a call finding into better calls.
A QA finding is the start. Use Equature to carry one specific behavior from the original recording through coaching, learning, practice, and evidence from the next calls.
THE STARTING POINT
A communication behavior worth a closer look.
A supervisor notices repeated clarification during a call. The team needs to understand the cause, give the dispatcher useful feedback, and check whether the same issue returns.
THE TOOLS IN THIS LOOP
Carry the objective and the evidence between steps. Your team owns the review, the handoff, and the next decision.
FOLLOW THE WORK
One step informs
the next.
Keep the original question in view all the way through the follow-up.
QA reviewer
Find the moment that needs attention.
Locate the call in ViewPoint. Use transcription, summaries, and available SmartScore AutoQA findings to focus the review, then listen to the original audio and confirm the behavior against your agency’s criteria.
What carries forwardOne verified finding, with the source communication and review criteria.
Supervisor
Give the finding a person, a plan, and a follow-up.
Document the QA review and feedback in SmartTRAC. Discuss the finding with the dispatcher, agree on the behavior to practice, and identify who will review progress and when.
What carries forwardA documented coaching objective and a follow-up owner.
Trainer + dispatcher
Teach the skill behind the feedback.
Choose an Apprentice course relevant to the objective, such as communication, listening, or handling a difficult conversation. Discuss how the lesson applies to the reviewed call and your local procedures.
What carries forwardA specific technique the dispatcher can explain and apply.
Trainer + dispatcher
Make the new behavior observable.
Run an appropriate SmartSim call or radio exercise around the same skill. Debrief the attempt and document the observation through your SmartTRAC training or evaluation process.
What carries forwardPractice evidence tied to the original coaching objective.
QA reviewer + supervisor
Return to the calls and review the same behavior.
Sample later, comparable communications and use the same review criteria. Record what improved, what still needs work, and whether another learning or practice activity is needed.
What carries forwardA supported decision to reinforce the skill or adjust the coaching plan.
CLOSE THE LOOP
The next call becomes the next checkpoint.
Course completion and a successful exercise are useful steps. Close the loop by looking for the behavior in later work, then feed that result into the next QA review.
Return to the starting pointTHE SOFTWARE IN THE WORKFLOW
Keep the development record connected to the work.
Use SmartTRAC to bring the QA review, coaching objective, training observations, and follow-up decision into your staff development process.
LOOK FOR THE CHANGE
Measure the result
the loop was built for.
Establish a baseline and compare like with like. Use the evidence to decide whether to continue, adjust, or choose a different action.
Coaching follow-through
Check whether the agreed learning, practice, and follow-up review actually happened.
Repeat findings
Look for the original issue in subsequent QA reviews, rather than treating a completed course as proof of improvement.
Keep the work connected.
An illustrative workflow, not a customer case study. AI-assisted findings need human review. Available tools, data, and connections depend on your configuration; the steps do not imply automatic transfers between every product.
MAKE IT YOURS
See this loop in your environment.
Bring the starting point and the result you want to check. We’ll demonstrate the supported products, team handoffs, and follow-up for your center.
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