Criteria

Criteria are the individual checks and standards used to evaluate ticket quality. Each criterion represents a specific area you want to measure — whether that's agent performance (e.g. compliance, communication, problem-solving), or broader insights like process gaps, product issues, or customer experience trends. Criteria can be used to evaluate both human agents and AI bots.

You can create as many criteria as needed. Each criterion can be:

• Scored using different rating scales

• Set as Critical (auto-fails the entire evaluation if scored poorly)

• Set as Soft (collects data without impacting the agent's score)

• Evaluated manually, automatically with AutoQA, or both

• Linked to specific knowledge base articles for context

Criteria are created and managed by Admins.

Criteria Page

The Criteria page displays all your defined criteria in a table format. By default, all newly created criteria are set to Active. Here's what each column represents:

• Name — The criterion's title (e.g. "Compliance and Conduct", "Empathy and Tone of Voice")

• AutoQA — Indicated by a blue symbol when AutoQA is enabled for this criterion

• Status — Whether the criterion is Active or Archived

• Group — A way to categorize criteria of the same nature (e.g. "Processes", "Communication"). Groups help you organize and filter related criteria together.

• Required — Whether evaluators must provide a specific score for this criterion when evaluating a ticket

• Root Causes — Whether root cause tracking is enabled for this criterion

• Mode — The scoring impact:

  • Standard (recommended) — Rating affects the overall evaluation score normally

  • Critical — If scored poorly, the entire evaluation automatically fails

  • Soft — Rating doesn't impact the final score, used for data collection and feedback only

• Rating Scale — The scoring system used (e.g. "3-point scale")

• Created At / Updated At — Timestamps for tracking changes

You can search criteria by name, switch between Active and Archived views, and filter by group or root cause status.

To create a new criterion, click New Criterion in the top right and start filling in the details. You can also bulk import criteria using the Import from CSV option.

Managing Criteria

Click the ⋯ menu next to any criterion to access the following options:

• Edit — Update the criterion's details.

• Duplicate — Create a copy of the criterion. This is useful when you want to create a similar criterion for a different team or channel without starting from scratch.

• Delete — Remove the criterion.

Best Practices

• Review criteria with low AutoQA accuracy and refine their instructions.

• Organize criteria into logical groups for easier management.

• Ensure critical criteria are set appropriately for your quality standards.

• Make sure all criteria have clear instructions for both evaluators and AutoQA.