12 May, 2025

Criteria

Updated the form to create and update criteria to provide more clarity and clear separation between sections.

Part 1: Set up the basic details and instructions for the evaluators. The instructions at this step are not used from the AI. We also removed the "Question" field to eliminate confusion between "Question" and "Instructions".

Part 2: Enable AutoQA and add instructions for the AI. Also, link the Knowledge Base articles you'd like AI to consider.

Part 3: Set up root causes to get deeper insights into the markdown reasons.

You can now auto-generate root cause based on the instructions you set previously, so you can speed up the process of setting criteria. You can go back and edit or delete any values that are not accurate or add your own.

Connections

We now support Kustomer in our help desk integrations!

Simply add your API key and Base URL and get started!

Evaluations

Added a new table for admins and evaluators to be able to see everyone's evaluations in progress. Also, renamed the pages to improve clarity.

Fixed a bug to not allow evaluators edit other user's evaluations, unless the relevant client setting has been selected.

Added new options for AutoQA. You can update your AutoQA option, under Settings > Workflows, and try them out:

• Structured Output: AI will provide comments in a structured output using ordered lists, formatting, and emojis to improve readability.

• Tone: Select between "Direct" and "Friendly" depending on your company's style and approach to sharing feedback.

Below you can see a dummy example after selecting structured output and changing the tone to friendly:

Finally for evaluations, you now also have an option to hide "Soft" criteria from reviewees. If you use such criteria to collect product or process insights or additional data point you don't want to share with your support team, go to Settings > Workflows and select the "Hide soft criteria from reviewees" option.

Tickets

On the main tickets page, admins and evaluators can see if there are completed or in progress evaluations for each tickets and how many.

If you're doing stand-alone evaluations, this will help you easily pick up the right tickets.

Notifications

We've added a new notification type for evaluators to be notified when they receive a new assignments.

We've also updated the URL of all the notification types that redirect to evaluations and disputes to open the form directly and eliminating the extra clicks.

Reporting

We've updated the metrics on AutoQA > Overview reporting by removing "Variance" and adding "Corrected evaluations" as a percentage.

We've also added a precision of two decimal points across all rates and percentages to provide a more accurate of performance across your team.