Skills and Workflows Gallery
149 agent skills for customer operations, quality assurance, compliance and RevOps. Vendor-neutral: they read the conversations from whichever helpdesk you already run.
Every skill
All 149, grouped by category. Each one is free, open source and vendor-neutral.
CX operations 62
- Volume forecasting
- Routing audit
- Backlog triage
- Bot deflection analysis
- Handle time analysis
- Repeat contact and FCR
- Cost to serve
- CSAT and NPS surveys
- Customer issue research
- Escalation analysis
- Schedule adherence
- Help centre coverage
- Board reporting
- Abandoned chats and calls
- Accessibility review
- After-hours coverage
- Coaching pack
- Agent tooling friction
- Metric alerts
- When contacts arrive
- Which articles resolve
- Attrition early warning
- Benchmark comparisons
- Career paths
- Which channels to offer
- Volume spike detection
- Merging duplicate articles
- Conversation sampling
- Customer identity matching
- Dashboard review
- What drives contact volume
- Customer effort score
- Where resolution time goes
- What to hire for
- Bonuses and incentives
- Outage communications
- Public vs internal docs
- Intraday staffing
- Customer journey mapping
- New articles from tickets
- Keeping articles current
- Macro and template audit
- Metric definitions
- Why a metric moved
- Writing the commentary
- New hire ramp-up
- Outsourcer performance
- Performance write-ups
- Proactive outreach
- Queue design
- Standard report spec
- Satisfaction data export
- Peak season planning
- Self-service funnel
- VIP and service tiers
- Skills matrix
- SLA target testing
- Tag clean-up
- How to split the team
- Transfers and handoffs
- Translated content
- Concurrency limits
Compliance 32
- What counts as a complaint
- PII redaction audit
- Complaint deadlines
- Vulnerability signals
- Case timeline
- Subject access requests
- Conduct risk monitoring
- Regulator reporting pack
- Call recording rules
- Telling customers it’s AI
- Audit trail check
- Evidence of change
- Collections conduct
- Complaint root cause
- Customer outcome evidence
- Control testing
- Where support data goes
- Collecting less data
- Required disclosures
- Chargeback disputes
- Duplicate conversations
- Emerging harm scan
- Deletion plan
- Financial promotions
- Scam and fraud signals
- Policy vs practice
- Quality attestation
- Retention audit
- Fair redress
- Advice vs information
- Vendor risk
- Can this data train a model
Data and integration 10
Quality assurance 27
- QA scorecard design
- Reviewer calibration
- AI agent evaluation
- Voice QA
- Fair QA sampling
- Bot safety audit
- Auto-fail rules
- Do scores predict outcomes
- Trusting an AI grader
- Copilot evaluation
- Limits on AI actions
- What the bot can find
- Criteria library
- Calibration sets
- Where humans approve
- AI cost per resolution
- Non-English QA
- Peer review
- Prompt changes
- Score appeals
- How much QA to buy
- QA programme review
- AI reply quality
- Reviewer workload
- False fails in the rubric
- Changing the scorecard
- Synthetic test data
RevOps 14
Compliance and security
guardrails built in.
SOC 2 Type II. GDPR. PCI DSS. Zero AI training on your data. Built for the compliance demands of regulated financial services.
Read moreSOC Type 2
We meet SOC 2 requirements to ensure secure and compliant management of data across all our systems.
GDPR
With our operations in Ireland, we operate under GDPR – the world's strictest standard for data privacy.
PCI DSS
We protect cardholder and payment data in line with PCI DSS standards, ensuring secure processing across all transactions.
Encryption
We encrypt your data with AES-256 at rest and TLS in transit, ensuring end-to-end protection for every byte.
Review every conversation. Act on what it finds.
AI for customer operations, built for financial services. Specialist agents chase every issue to resolution and every stalled customer to activation.
