Criteria
Overview
Criteria are the QA rules Birdie uses to evaluate observable agent behavior in customer interactions.
They turn service quality into something consistent, measurable, and scalable.
A strong criterion describes one observable behavior that can be verified from the interaction itself.
Why criteria matter
Criteria help teams:
evaluate quality with the same standard across agents
identify specific service failures
understand which behaviors affect quality scores most
guide coaching, calibration, and process improvement
How criteria work in QA
Criteria can be:
General — applied across interactions
Specific — linked to a specific Reason
Criteria can also be evaluated in two ways:
AI — Birdie evaluates the criterion automatically from the transcript
Manual — a person evaluates the criterion in Manual Evaluation
How criteria affect scoring
Weight contributes to the Quality Score at Workspace, Area, Reason, and Agent levels
Critical criteria do not use weight
Failing one Critical criterion fails the interaction for that Reason
Manual criteria still contribute to reporting once the evaluation is submitted
What makes a good criterion
Good criteria are:
objective
specific
tied to observable agent behavior
independent from customer opinion or assumptions
Manage the full criteria catalog in Taxonomy → Criteria.
Criteria in analysis
In analysis, criteria help you understand which behaviors pass, fail, or require manual review across teams, reasons, and agents.
The Criteria analysis page follows the same layout described in Analysis Page Structure.
Best practices
Write one observable rule per criterion
Use manual criteria when transcript-only evaluation is not reliable
Review critical and weighted criteria carefully, because they affect scoring
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