Overview

The Tools section is where you configure how ticket evaluations are performed in Intryc. This is the foundation of your quality assurance setup, allowing you to define what gets evaluated, how it's scored, and what insights you collect from customer interactions.

Before you start evaluating tickets, you'll need to set up the following:

• Criteria — The individual checks or standards you want to assess your agents, bots, or tickets against. These form the building blocks of your evaluations.

• Custom Fields — A simple way to capture metadata or ticket-level data alongside your evaluations, such as root causes, ticket categories, or any other structured data points.

• Scorecards — Combine multiple criteria and custom fields into a single evaluation template. Scorecards ensure consistent, standardized evaluations across your team.

• Sampling Rules — Define conditions to select which tickets get evaluated. Build precise, repeatable queues based on tickets, agents, users, or any custom help desk attributes.

• Knowledge Base — Sync articles from your help desks and knowledge base integrations to provide additional context for specific criteria. This helps ensure agents are evaluated against up-to-date company policies and procedures.

• AutoQA Tools — Configure endpoints and parameters that AutoQA can call to fetch extra data during evaluations, enabling more accurate and context-aware automated assessments.

Permissions

The Tools section is accessible to Admins only. Evaluators and Reviewees have read-only access to the Knowledge Base.