
Focus. Prioritize. Close. Celebrate.
Pathlight combines team and individual performance metrics with powerful coaching and communication tools to empower reps to focus on what matters: results.
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With Pathlight you get:

Omnichannel Support
QA conversations across chat, email, and phone.
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Custom Scorecards
Customize scorecards to meet your business and support needs.

Automatic Assignment
Assign tickets to graders based on tags, ticket status, and other fields.
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Root-cause Analysis
Drill down QA scores to identify specific interactions that caused poor CSAT.
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AI Assistance
Automatically detect sentiment, spelling and grammatical errors, and specific phrases.

Grade Sharing & Appeals
Automate grade sharing and ensure fairness through integrated appeal process
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Side-by-side view
View agent interactions and QA scorecards side-by-side.
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Score Correlation
Correlate CSAT with quality scores for individuals and teams.
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Annotations
Highlight specific text or interactions to deliver focused feedback.


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Customize your goals and metrics
Leverage dozens of templates or create your own custom goals with powerful metric creation workflows.
Consolidate all of your metrics in one place
Integrate QA with performance analytics to deliver personalized coaching and improve customer interactions.
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