Setting Up Quality Criteria
How to create effective quality standards
Quality criteria define what makes a good call. Create them from the Knowledge page.
Document Types
Overview Documents
Extract specific information from calls (agent name, customer name, reason for call, etc.). Results appear as structured data fields.
Feedback Documents
Define pass/fail quality standards ("Agent must greet customer by name", "Agent must verify address", etc.). Each criterion is evaluated as met or not met.
Creating a Document
- Navigate to Knowledge and click Create Document
- Set the Title (clear and descriptive)
- Choose Output Type: Overview or Feedback
- Choose Direction: All Calls, Inbound Only, or Outbound Only
- Write the Content (see below)
- Click Save — applies to all future evaluations immediately
Writing Good Criteria
Be Specific
Bad: "Agent should be polite"
Good: "Agent must greet the customer by name and thank them for calling"Focus on Observable Behaviors
Good: "Agent asks: 'Do you own or rent your home?'"
Bad: "Agent cares about the customer" (not observable)Make It Measurable
Good: "Agent must ask at least 3 qualifying questions"
Bad: "Agent should ask enough questions" (not measurable)One Criterion Per Document
Don't combine multiple requirements. Create separate documents for "Greeting", "Agent Introduction", "Offer Assistance", etc. This makes results clearer and easier to track.
Use Conditional Logic When Needed
"If the customer mentions they are renting, the agent must politely
explain that our services are for homeowners only."Example Documents
Overview — Agent Name:
Identify the name of the agent who handled this call. If not stated, respond with "Not mentioned."
Feedback — Professional Greeting:
Agent must greet the customer professionally using a greeting such as "Good morning," "Good afternoon," or "Hello" within the first 10 seconds of the call.
Feedback — Verify Address (Inbound Only):
Before scheduling any service, the agent must verify or collect the customer's complete service address including street number, street name, city, and zip code.
Refining Criteria
After creating criteria, monitor evaluations for patterns:
- Too many failures? Criteria may be unrealistic or wording unclear
- Everyone always passes? Criteria may be too easy — add more specific requirements
- Ask agents if criteria are clear and get supervisor feedback on accuracy