SOP Queue Audits
Flag the Risk. A Person Confirms It.
The SOP for a queue is flagged against the calls in it. Where a call looks like a breach, it is marked low, medium, or high risk, and raised to someone who confirms whether it actually occurred.
Flagged SOP
Confirmed who was calling
The caller was given the balance before anyone checked who they were.
High risk of an SOP breach
From a Flag to a Confirmed Breach
The SOP Belongs to the Queue
Accounts calls are flagged against the accounts SOP. Sales calls are flagged against the sales one. A call is never judged on another queue's rules.
Flagged Against the Call
The SOP sits on that call: which part looks breached, and the recording beside it. It is not a separate list someone has to match up afterwards.
Low, Medium, or High Risk
Each flag is a risk that the SOP was breached, not a verdict. High risk is what a reviewer opens first. Low risk can wait.
Raised to a Person
A flag does not close itself. It is raised for someone to listen and decide. Until they do, it stays a risk, not a confirmed breach.
They Confirm It Occurred
The formal record is that person's confirmation. They mark that the breach happened, or they clear the flag if the call was fine.
The Same SOP for Every Agent
Whoever took the call, the flag uses that queue's SOP. The confirmation is what differs: a person still has to say it occurred.
SOP: confirmed who was calling.
- Maya ChenConfirmedHigh
- James OkonkwoWaiting on a personMedium
- Priya ShahWaiting on a personLow
What a Confirmed Flag Is Worth
Reviewers Start at High Risk
The queue of flags is already sorted. Time goes to the calls most likely to be a real breach, not to a random sample.
A Flag Is Not Yet a Breach
Nothing is written up as an SOP failure until a person has confirmed it. The call can be cleared.
You Can Show Who Confirmed It
The record is the flag, the risk, and the person who said it occurred, with the call attached.
The Queue's Own Rules Did the Flagging
Accounts breaches are accounts rules. You are not explaining to an agent why a sales SOP was applied to their call.
The Rest of Call Analytics
A flag is a risk that the SOP was breached, confirmed by a person. These cover how a call is scored, how the caller felt, and how that rolls up for each agent.
Build your own scoring criteria and let AI apply them consistently.
Track how callers actually feel and which phrases keep coming up.
Dashboards that show who is improving, who is stuck, and why.
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