Instructions

Instructions are business context you provide to Evalua's AI evaluator. They help the system understand your company, processes, and terminology so evaluations are more accurate.

Where to Set Instructions

Go to Settings → Instructions. This is a single text area that auto-saves as you type. Supervisors only.

What to Include

• Business overview — what your company does and what services you provide
• Service area — geographic regions, customer segments, or markets you serve
• Terminology — industry-specific or company-specific terms the AI should understand
• Call flow — how a typical call should progress from start to finish
• Special situations — exceptions, escalation procedures, or edge cases
• Product/service details — relevant information about what you offer

Why Instructions Matter

Without instructions, Evalua evaluates calls using only your quality criteria. Adding instructions gives the evaluator context to make better judgments — especially for criteria that depend on understanding your business.

For example, if a criterion says "Agent must verify eligibility," the instructions should explain what eligibility means in your context.

Tips

• Be specific rather than vague — "We serve homeowners in Texas" is better than "We serve customers in our area"
• Update instructions when your processes change
• You don't need to repeat information already in your quality criteria documents

For detailed guidance, see Writing Effective Instructions.