Quality Criteria
Documents that define your evaluation standards
Quality criteria are documents that tell Evalua what to look for when evaluating a call. They are created and managed on the Knowledge page by supervisors.
Document Types
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.
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.
Direction Filtering
Each document can be scoped to:
- All Calls — applies to every call
- Inbound Only — applies only to incoming calls
- Outbound Only — applies only to outgoing calls
This is useful when different procedures apply to different call types.
How Criteria Affect Evaluations
- New or edited documents apply to future evaluations immediately
- Existing evaluations are not retroactively updated — unevaluated or failed calls can be evaluated again with 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 Quality Criteria.