OnThirdGen — Every call scored, on your scorecard
OnThirdGen by Genesis
Book a demo

QA platform for contact centers & BPOs

Every call scored. On your scorecard, not ours.

OnThirdGen scores every call — not a sample — against rubrics built for your program, and puts the evidence in front of the people who coach your agents.

Book a demo See how it's tailored →

Transcription

Diarized by speaker, searchable across your history.

Scoring

Reviewed by your auditors, overridden when they disagree.

Configuration

Scorecards, roles, and branding — yours by default, not ours.

Live diarization preview

CUSTOMER AGENT

Sample, not real customer audio.

Sample scorecard

Proper greeting ✓ Passed
Required disclosure ✓ Passed
Dead air > 8s ⚑ Flagged
Cardholder data handling ✓ Passed

Sample, not real customer data.

What it does

Four instruments, one console.

Most QA programs sample a small fraction of calls and hope it generalizes. Here, every call moves through the same pipeline — heard, scored, reviewed, and surfaced — so nothing depends on someone remembering to check.

01 / Listen & understand

Every call, transcribed and separated

  • AI transcription with speaker diarization — agent and customer separated automatically, no manual tagging.
  • Sentiment analysis on every call — not a sample.
  • Full-text transcript search across your entire call history.
  • Voice of Customer analytics — recurring themes and emerging issues surfaced from what customers say.

02 / Score & verify

Scored automatically, reviewed by people

  • Calls are auto-scored against your configurable scorecards the moment they're transcribed.
  • Auditors review and override — the system proposes a score, your team decides the final one.
  • Built-in compliance checks: required disclosures, dead-air detection, greeting and closing standards, cardholder-data handling awareness.

03 / Coach & improve

Coaching that's tracked, not just noted

  • Coaching sessions logged against the specific calls that prompted them.
  • Adherence tracking shows whether coaching is actually changing behavior on the floor.
  • Impact visible over time — not recorded once and forgotten.

04 / See the whole picture

Dashboards built on evidence, not gut feel

  • Program dashboards for CSAT, resolution, and compliance trends.
  • Evidence-backed insights — every chart links back to the calls behind it.
  • Role-based views: agents see their own calls, team leads see their team, managers see the program.
  • Bulk call upload and ingestion to bring a program's history into the system fast.

Configured around you

Not an app you adapt to. A console we build around you.

We don't hand you a QA app and wish you luck. We build the console around how your operation actually runs — and as your program evolves, we scope and build the changes to match.

Your scorecards

Every rubric and its point weighting configured for your program — not a generic template.

Your workflows

Auditor queues, override rules, and escalation paths matched to how your team works.

Your roles & permissions

Agents, team leads, managers, and admins see exactly what their role needs — nothing more.

Your branding

White-labeled with your name, colors, and logo — it looks like your platform, because it is.

Client-by-client separation

Each client's calls, transcripts, and configuration stay isolated to their own tenant — nothing about how you run QA leaks into anyone else's, and we never train models on your calls.

Talk to us about customizing it Tell us how your QA program runs today — we'll show you what fits out of the box, and what we'd tailor for you.

How we work

Craft, not just configuration.

Getting a scorecard right takes a real back-and-forth. This is the order we run it in, for every new client.

  1. 01

    Discovery

    We learn your scorecards, your compliance requirements, and your team structure before a single call is scored.

  2. 02

    Configuration

    Scorecards, roles, and compliance checks get built and weighted for your program specifically — not a shared default.

  3. 03

    Calibration

    We tune automatic scoring against your auditors' judgment until it reflects how your team evaluates a call.

  4. 04

    Partnership

    Your program changes over time. When it does, we scope the next round together and build it — so OnThirdGen keeps matching your program.

Genesis builds OnThirdGen. We care more about getting your scorecard right than about shipping a one-size-fits-all product.

See it running on a call like yours.

Bring a real scorecard, a redacted call, or just your biggest QA headache. We'll show you OnThirdGen against it.

Book a demo Talk to us about customizing it