Define Resolution Criteria

Set up AI-evaluated conditions and performance metrics that determine whether a call is considered successful.

Resolution criteria define what makes a call successful. AI QA evaluates every analyzed call against these criteria.

1. Add AI Evaluated Conditions

   Custom qualitative criteria evaluated by AI based on call transcripts and context.

   Name — A short identifier (e.g., “Call resolved”, “Customer satisfied”, “Issue escalated properly”).

   Prompt Description — The prompt the AI uses to evaluate whether the condition was met.

   Example: "AI agent was able to resolve user's query"

   Best practices:

   • Be specific about what success looks like
   • Include relevant context about the call type or use case
   • Use clear, unambiguous language

   Click + Add to add multiple conditions. Each is evaluated independently.

2. Add Performance Metrics

   Quantitative thresholds calls must meet to be considered successful.

   Metric	Description
   Latency	End-to-end delay between user speaking and agent beginning response
   User Sentiment	Emotional state of the caller inferred from speech, tone, and pitch
   Agent Sentiment	Emotional tone expressed by the AI during speech
   Interruptions	Count of times user interrupted the agent
   Transcription	WER and number of mistranscribed entities
   Agent Hallucination	Rate at which the agent hallucinated
   Tool Call Inaccuracy	Rate at which the agent invoked incorrect tools
   Node Transition Inaccuracy	Rate of incorrect node transitions
   Agent Naturalness	How human-like the agent sounded (pronunciation, pacing, turn-taking)

   Click + Add to add multiple metrics.

   A call is considered successful only if it meets all defined criteria across both AI Evaluated Conditions and Performance Metrics.

3. Configure Weighted Scoring (optional)

   Enable Weighted Scoring to assign different weights to your criteria — giving more importance to certain conditions or metrics.

   When enabled: Assign weights to each condition and metric, then set a Success Criteria threshold.

   When disabled: All criteria are treated equally — a call must meet all conditions.

   Use weighted scoring when some criteria are more important than others. For example, weight “Call resolved” higher than “Customer satisfaction” if resolution is your primary goal.

4. Save and Run QA

   Click Save and Run QA to finalize and start analysis.

   If you encounter a validation error, review all conditions and metrics to ensure required fields are filled and thresholds are set.