FAQ

My AutoQA results are inaccurate

Solutions:

• Review and refine your AutoQA instructions to be more specific

• Link relevant knowledge base articles to provide more context

• Check if you're analyzing the right ticket data (message types, field events)

• Run more manual evaluations and use the Refine button

• See [AutoQA Best Practices](AutoQA Best Practices) for detailed guidance

Criteria aren't appearing in my evaluations

Solutions:

• Ensure the criterion is set to Active status

• Verify the criterion is included in the scorecard you're using

• Check that the scorecard itself is Active

Custom fields aren't being populated automatically

Solutions:

• Verify AutoQA is enabled for the custom field

• Ensure the custom field is included in the scorecard

• Check that your context instructions are clear and specific

• Review if the AI has enough data in the ticket to determine the value

My pass rate seems too high/low

Solutions:

• Review evaluation results to see actual score distribution

• Adjust the pass rate slider to better match your quality standards

• Consider if certain criteria should be Soft (non-scoring) during training periods

• Verify that Critical criteria are set appropriately

Knowledge base articles aren't syncing

Solutions:

• Check your connection status at Settings > Connections (Settings > Connections)

• Verify permissions granted to Intryc in your source system

• Ensure articles are in the folders/spaces you selected during setup

• Try manually adding the article using the Add new article button