With this new update, you no longer depend on fixed criteria. Now you can decide what to measure and what weight to give each aspect so that the AI evaluates what really matters to your business.

What is Quality Score?

It is a score from 1 to 10 generated by AI that evaluates the quality of each session. Each score includes a detailed justification and an automatic conversation summary. To learn more about Quality Score, you can see the article “How to use Quality Score & Summary in Botmaker?”.

Prerequisites for QS generation

For the artificial intelligence to analyze and score a session, the following conditions must be met:

• Closed session: The AI only evaluates the complete cycle once the session has ended.
• Interaction volume: There must be a minimum of 8 messages in total, with at least one message sent by each participant (agent and user).
• Processing time: If you want to see the score of an old session, you must enter it and wait 1 to 2 minutes while the AI performs the analysis.

Step-by-step configuration

Personalizing these criteria is done centrally. Follow these steps:

Go to Configuration > Settings

Enter Manual Chat. Here you will find the section dedicated to Quality Score.

New: Include interactions with Bots

You now have an option that allows Quality Score to also rate sessions where virtual agents participated. The message requirement (minimum 8) remains the same as in conversations without bots.

Personalizing criteria and weighting

This is the fundamental part for aligning the AI with your business goals.

Selection of Criteria

You can choose from a set of predefined criteria (such as empathy, resolution, relevance, etc.).

• You must select a minimum of 3 and a maximum of 5 criteria.

The weighting system (Total 100%)

Each selected criterion must have an assigned percentage representing its importance. The total sum must be exactly 100%. If the total is different (for example, 90%), the "Save" button will remain disabled (gray).

Examples of application according to your business:

• For technical support: You can prioritize Focus on Resolution (60%), Conciseness (20%), and Technical Clarity (20%).
• For sales: You can prioritize Empathy (40%), Business Opportunities (40%), and Proactivity (20%).

Important Considerations

• Immediate effect, not retroactive: Changes to criteria and weights will only affect new sessions generated from the moment they are saved. Sessions that already have an assigned Quality Score will not be modified.
• Visualization: In the chat view, you will see a colored "chip" with the score. In the general view, you will see the average of the last sessions to understand the overall health of customer service.

Remember to visit our Help Center for further information.