Knowledge Documents

Knowledge documents tell Evalua what to look for when evaluating a call. They are created and managed on the Workspace Knowledge page (by Supervisors) or the Company Knowledge page (by Company Admins).

Document Types

There are three types of knowledge documents.

Feedback Documents

Feedback documents define pass/fail quality standards. Each criterion is evaluated as met or not met.

Examples:

• "Agent must greet the customer by name"
• "Agent must verify the customer's address before scheduling"
• "Agent must offer a follow-up appointment"

Results appear as pass/fail indicators on call evaluations.

Available at both company and workspace levels.

Overview Documents

Overview documents extract specific information from calls. They pull structured data out of the transcription.

Examples:

• "Identify the name of the agent"
• "What was the customer's reason for calling?"
• "Extract the appointment date discussed"

Results appear as data fields on call evaluations.

Available at both company and workspace levels.

Context Documents

Context documents provide business context that frames every evaluation: what your company does, terminology, call flow, special situations.

Company-level only. Context documents are managed on the Company Knowledge page and do not use direction filtering. See Context Documents and Writing Effective Context Documents.

Company vs Workspace Scope

• Company Knowledge documents apply to evaluations across every workspace in the company
• Workspace Knowledge documents apply only to that one workspace's evaluations
• Use company-level documents for things every team should follow; use workspace-level documents for team-specific quality bars

Direction Filtering

Overview and Feedback documents can be scoped to:

• All Calls — applies to every call
• Inbound Only — applies only to incoming calls
• Outbound Only — applies only to outgoing calls

Context Documents do not use direction filtering.

How Criteria Affect Evaluations

• New or edited documents apply to future evaluations immediately
• Existing evaluations are not retroactively updated — re-evaluate unevaluated or failed calls to apply updated criteria
• Deleting a document removes it from future evaluations but does not alter past results

For guidance on writing effective criteria, see Setting Up Knowledge Documents.