# Agent Reply Quality report

The **Agent Reply Quality** report is AI review for your team's own replies: every outgoing reply is scored, and anything risky is flagged — so you can coach with real examples instead of spot-checking chats by hand.

Open **Reports → Agent Reply Quality**. Scores appear around 30 minutes after your team replies to a conversation.

![Agent Reply Quality report](../../.gitbook/assets/guides/agent-reply-quality.jpg)

## What you see

* **Average reply score** — overall quality from 1 (Poor) to 5 (Excellent), with a per-agent breakdown.
* **Conversations scored** and **coverage** — how much of your traffic has been reviewed.
* **Flagged conversations** — replies the monitor marked **Critical** or **High**, worth a look first.
* **Score distribution** — how your conversations spread across the five scores.
* **Scored conversations** — the full list, filterable by agent, inbox, team, and score, with a summary for each. Click through to read the conversation itself.

Use **Download report** to export the data.

## Tuning what gets flagged

The **Chat monitoring** categories and the **Agent reply scoring** guidance are editable under **Flow Agents → AI Monitoring**: reword or switch off built-in categories, add your own business-specific rules, and mark findings as incorrect so the monitor learns to skip replies like them.

## Switching a section on or off

Each section of **Flow Agents → AI Monitoring** has its own switch on its title line: **Chat monitoring**, **Agent reply scoring** and **Lead analysis**. Flip the switch, then click **Save changes** at the bottom of the page. Nothing changes until you save.

* **Chat monitoring** off — no new findings are flagged for the account. Past findings stay on the **Flagged findings** page.
* **Agent reply scoring** off — no new reply scores are added. This report keeps its history, and FAQ suggestions from your conversations keep arriving in the **AI Knowledge Hub**.
* **Lead analysis** off — conversations are no longer rated as leads, and the daily lead report is not sent. See [Lead temperature](/conversations/lead-temperature).

Switch a section back on at any time and new conversations are picked up again.

This report is included on higher plans.

## Related

* [Lead temperature](/conversations/lead-temperature)

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Source: https://help.mampuai.com/reports/agent-reply-quality