Criteria Catalog

To access this feature, the Agent Quality Assurance module must be enabled. Please contact our team at [email protected] for activation.

Overview

The Criteria Catalog is where all your criteria are managed. Criteria can be used on Reasons to evaluate agent quality.

Viewing & Searching

The main table displays key information at a glance, organized by: Criterion, Criterion level (Specific/General), Weight, and Critical? status.

Criteria can be grouped under expandable Collection headings (e.g., "Behavior") or Reason headings, which provides a General grouping.

Filtering Data

Use the dropdown menus at the top to filter the view:

• Use the Search bar to quickly look up criteria by their name.

• "Select area" (Likely filters criteria associated with a specific organizational area).

• "Level: All" (Filter by Specific or General level).

• "Group by Collection" (Toggle viewing criteria grouped by Collection or Reason).

Viewing Details

• Clicking on a criterion will allow you to see its full details, use the more menu (⋮) to make edits.

Creating New Data

1

Click the "+ Add criterion" button

2

Fill in the form

Fields in the form

• Name, the primary label for the criteria, which can be changed anytime.

• Critical?, failing a critical criterion means the entire interaction is considered a failure, regardless of how well the agent performed on other, less critical criteria. Critical criterion don't have Weight

• Select or create a collection, which collection this Criterion belongs to.

• Weight, a numerical value used to calculate the Quality Score at various levels (Workspace, Area, Reason, and Agent).

• Description, a place to describe your Criteria.

3

Save & Calibrate

Click Save and Calibrate to watch the setup guide. Ensure a 'Scope filter' is defined and follow the instructions. Items status as 'Pending calibration' or 'With specialists' are hidden from the main list but can be managed via the Pending Criteria banner.

Modifying Existing Data

1

Click the more menu ⋮

2

Select Edit

Fields in the form

• Criteria name, the primary label for the criteria, which can be changed anytime.

• Critical?, failing a critical criterion means the entire interaction is considered a failure, regardless of how well the agent performed on other, less critical criteria. Critical criterion don't have Weight

• Manual?, mark if the criteria requires human-only analysis and bypasses AI assessment.

• Collection, which collection this Criterion belongs to.

• Weight, a numerical value used to calculate the Quality Score at various levels (Workspace, Area, Reason, and Agent).

• Reason, shows the associated Reason of this Criterion.

• Fileds, are used to add context for the calibration process.

• Description, a place to describe your Criteria.

3

Save

Finish the process saving the Criterion.

Modifying a Criterion Weight or making it Critical affects the Quality Score where this Criterion is used.

Removing Data

1

Click the more menu ⋮

2

Select the option "Delete"

3

Click on the "Delete" button

The record is deleted and a success notification is shown.

Advanced & Unique Features

Manual Evaluation

Criteria requiring manual analysis should be flagged by checking the 'Manual?' box.

When this box is checked, the "Error Explanation - Subitem" is made visible. Use it search existing or add new error explanations.

Quality Score Calculation Logic

• The defined Weight is used to calculate the Quality Score at various levels (Workspace, Area, Reason, and Agent).

• Critical: If an agent fails a criterion marked as Critical? (checkbox is marked), the entire interaction (Reason) is considered a failure, regardless of other weights.

Managing Criteria Collections

Collections allow to group criteria to ease the association with Workspaces and simplify management.

Creating New Data

1. Click the "+ Add collection" button to create a new grouping mechanism.

2. Rename the collection and confirm using the "check" icon.

Modifying Existing Data

1. Hover a Collection to visualize the "pencil" icon.

2. Click on the "pencil" icon to modify the Collection name.

3. Click on the "check" icon to confirm the modification.

Removing Data

1. Hover a Collection to visualize the "thrash" icon.

2. Click on the "thrash" icon to modify the Collection name.

3. Click on the "check" icon to confirm the modification.

Handling Pending Criteria

• The alert "You have Criteria that need your attention" with the "See pending Criteria" action indicates a workflow for criteria requiring review or finalization.

Troubleshooting & FAQs

Common Issues

• "I can't assign a Weight to a criterion." Solution: Check the Critical? checkbox. Critical criteria do not get a Weight.

• "How do I create a specific Criterion?" Solution: Specific Criteria creation occurs at the Reason level. See the Reason article for more information.