General Settings
Configure app-level behavior, access controls, and language preferences for Quality AI.| Configuration | Description |
|---|---|
| Quality AI Express | Set up Quality AI for third-party CCaaS platforms using file-based integration. |
| General Settings | Manage Auto QA scoring, agent access to interactions, and auditor anonymity. |
| Conversation Intelligence | Configure conversation intelligence features at the app level. |
| Language Settings | Set languages for evaluation metrics and conversation insights. |
Conversation Sources
Manage where Quality AI ingests voice and chat conversations from.| Configuration | Description |
|---|---|
| Conversation Sources | Connect and manage conversation inputs from CCAI, Agent AI, and Quality AI Express. |
Evaluation Criteria
Define what Quality AI measures and how it scores agent performance.| Configuration | Description |
|---|---|
| Evaluation Metrics | Define performance indicators for measuring interaction quality. |
| Evaluation Forms | Create standardized assessments aligned to queues and channels. |
| Auto QA Configuration | Best practices for Auto QA configurations |
Metrics Measurement Types
Choose the right measurement type for each evaluation metric.| Metric Type | Description |
|---|---|
| By Question | Evaluate agent responses to specific questions, statically or dynamically. |
| By AI Agent | Use AI agents to assess multiple conversation aspects in a single evaluation call. |
| By Playbook Adherence | Measure how well agents follow established procedures and workflows. |
| By Dialog Task | Evaluate adherence to predefined scripts and behavioral steps. |
| By Value | Validate agent accuracy against backend data using LLM-powered entity recognition. |
| By Speech | Assess voice behaviors such as crosstalk, dead air, and speaking rate. |
| By Hold Etiquette | Evaluate how agents manage customer holds during voice interactions. |
| By Transfer Etiquette | Assess how agents handle internal customer transfers during voice interactions. |
| AutoQA Prompting Guide | Learn how to write effective prompts for LLM-based adherence detection. |
Agent Scorecards
Assess agent performance across custom attributes and scorecards.| Configuration | Description |
|---|---|
| Agent Scorecards | Define agent-level evaluation criteria and combine metrics into agent attributes. |
Taxonomy Builder
Organize conversation topics to reflect your business priorities.| Configuration | Description |
|---|---|
| Overview | Understand how Taxonomy Builder structures topic hierarchies for conversation analysis. |
| Setup Taxonomy | Create and manage topic hierarchies to categorize customer conversations. |
Connectors
Connect external data sources to Quality AI for conversation ingestion.| Connector | Description |
|---|---|
| AWS S3 Connector | Pull recordings and transcripts from an S3 bucket into Quality AI Express. |