ACXPA · Coaching & Performance Hub
Advanced QA Calculator tuned to your real numbers
Plan your QA sampling on your own fail rate — not a cautious 50% guess — then see what that plan actually costs in reviewer time and dollars. Built for the QA and contact centre leaders who need the sample to stand up.
Scoring individual agents needs a much bigger sample than checking how the team's doing overall.
The number of agents whose calls you review.
Every call (or contact) you could review — say, over a month. Drag the slider to model a different volume.
How far off the true score you can live with. ±5% is a common target — drag the slider to see the effect.
95% is the industry standard — the usual balance of being sure and being precise. Right for almost everyone.
Your fail rate is the share of calls that don't meet your QA standard. The more lopsided it is — mostly pass, or mostly fail — the fewer calls you need to review. A 50/50 split needs the most, so 50% is the safe setting when you're not sure.
Set this to your real fail rate and the sample sizes and margins below sharpen to your actual pass/fail split.
Calls to review
Verdict
Coverage
of all calls
Per agent
calls each
Likely fails
at 50% fail rate
How much you're reviewing
Method & assumptions
QA sample size uses the standard proportion formula with a finite population correction: n = N·z²·p(1−p) / [ e²(N−1) + z²·p(1−p) ]. Accuracy reverses it: e = z·√(p(1−p)/n)·√((N−n)/(N−1)). Assumes calls are picked at random (not cherry-picked) and scored pass/fail. The Advanced calculator runs on your fail rate instead of the cautious 50% default — so the sample sizes and margins reflect your real pass/fail split, not a worst case.
What your QA actually costs
Optional. Tell us what a review costs you and we'll turn the sampling plan above into a monthly and annual figure — per contact reviewed and per agent. Leave a line at zero to skip it.
Reviewer time
The people doing the reviews — team leaders or QA analysts. Their minutes per review, at their hourly rate.
AI QA tooling
Monthly cost of any AI that auto-scores your contacts. Leave at zero if you don't use it.
QA software / platform
Monthly licence for your QA or scorecarding platform.
Total monthly QA cost
$0
Per contact reviewed
Per agent
per month
Reviewer time
hours / month
