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Criteria

Overview

The Criteria taxonomy page is where you manage all Criterion records in Birdie Settings.

Criteria are one of the core taxonomy types in Birdie. They define the rules used to evaluate service quality in FI workflows.

This page centralizes the operational work of managing Criteria as taxonomy items. Use it to review your catalog, create new Criteria, edit existing ones, and organize them into collections.

If you want the FI model behind Criteria, see Criteria and Manual Evaluation.

Viewing and filtering

The main tab shows the full criteria catalog as a list.

Each row can include:

  • Criterion

  • Criterion level

  • Weight

  • Critical status

Use the controls at the top of the page to narrow the list:

  • Search — find criteria by name

  • Select area — show criteria related to one Area

  • Level — filter by General or Specific

  • Group by collection — switch between collection grouping and reason grouping

Click any criterion to open its details.

Creating New Data

Click New criterion to create a new Criterion.

When creating a new Criterion:

  1. Define the rule being evaluated.

  2. Give it a clear and objective name and description to calibrate.

  3. Calibrate the pending criterion.

  4. Save it to add it to the catalog.

Use names that describe observable agent behavior.

Modifying Existing Data

1

Open the more menu

Click the ⋮ menu on the criterion you want to update.

2

Edit the criterion

Select Edit.

Review these fields before saving:

  • Criteria name

  • Critical?

  • Manual?

  • Collection

  • Weight

  • Reason

  • Fields

  • Description

3

Save the changes

Save the criterion to apply the update.

Changing Weight or Critical affects the Quality Score everywhere this criterion is used.

Removing Data

1

Open the more menu

Click the ⋮ menu on the criterion.

2

Select delete

Choose Delete.

3

Confirm removal

Confirm the action to delete the record.

Collections Tab

The second tab groups Criteria by Criteria collection.

This view helps teams organize Criteria by theme, process, behavior, or quality framework.

Use collections when you need to:

  • keep criteria grouped by topic

  • simplify FI administration

  • make workspace organization easier

Managing collections

Use collections to group related criteria under the same operational theme.

Create a collection

  1. Click + Add collection

  2. Enter the collection name

  3. Confirm with the check icon

Rename a collection

  1. Hover over the collection

  2. Click the pencil icon

  3. Save the new name

Delete a collection

  1. Hover over the collection

  2. Click the trash icon

  3. Confirm the removal

Manual criteria and scoring

  • Mark Manual? when a criterion must be reviewed by a person

  • Manual criteria appear in Manual Evaluation when they are linked to a Reason

  • Weight contributes to the Quality Score at Workspace, Area, Reason, and Agent levels

  • Critical criteria do not use weight and fail the interaction when not met

Pending criteria

If you see the alert You have Criteria that need your attention, open the pending list to review or finish calibration before the criteria can be used normally.

Best Practices

  • Write Criteria as objective evaluation rules.

  • Keep one rule per Criterion.

  • Avoid ambiguous or subjective names.

  • Group related Criteria into collections for easier maintenance.

Related Articles

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