Configurations Overview

This page provides an overview of all configuration options available in Quality AI, organized by category. Use the links below to jump directly to the topic you need.

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General Settings

Configure app-level behavior, access controls, and language preferences for Quality AI.

Configuration	Description
Quality AI Express	Set up Quality AI for third-party CCaaS platforms using file-based integration.
Conversation Intelligence	Configure conversation intelligence features at the app level.
General Settings	Manage Auto QA scoring, agent access to interactions, and auditor anonymity.
General Settings	Manage Auto QA scoring, agent access to interactions, and auditor anonymity.
Language Settings	Set languages for evaluation metrics and conversation insights.

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Conversation Sources

Manage where Quality AI ingests voice and chat conversations from.

Configuration	Description
Conversation Sources	Connect and manage conversation inputs from CCAI, Agent AI, and Quality AI Express.

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Evaluation Criteria

Define what Quality AI measures and how it scores agent performance.

Configuration	Description
Evaluation Metrics	Define performance indicators for measuring interaction quality.
Evaluation Forms	Create standardized assessments aligned to queues and channels.
Auto QA Configuration	Best practices for Auto QA configurations

Metrics Measurement Types

Choose the right measurement type for each evaluation metric.

Metric Type	Description
By Question	Evaluate agent responses to specific questions, statically or dynamically.
By AI Agent	Use AI agents to assess multiple conversation aspects in a single evaluation call.
By Playbook Adherence	Measure how well agents follow established procedures and workflows.
By Dialog Task	Evaluate adherence to predefined scripts and behavioral steps.
By Value	Validate agent accuracy against backend data using LLM-powered entity recognition.
By Speech	Assess voice behaviors such as crosstalk, dead air, and speaking rate.
By Manual Evaluation	Evaluates agent performance through human-led reviews when automated detection is insufficient.
By Hold Etiquette	Evaluate how agents manage customer holds during voice interactions.
By Transfer Etiquette	Assess how agents handle internal customer transfers during voice interactions.
Auto QA Prompting Guide	Learn how to write effective prompts for LLM-based adherence detection.

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Agent Scorecards

Assess agent performance across custom attributes and scorecards.

Configuration	Description
Agent Scorecards	Define agent-level evaluation criteria and combine metrics into agent attributes.

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Taxonomy Builder

Organize conversation topics to reflect your business priorities.

Configuration	Description
Overview	Understand how Taxonomy Builder structures topic hierarchies for conversation analysis.
Setup Taxonomy	Create and manage topic hierarchies to categorize customer conversations.

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Connectors

Connect external storage platforms to import conversation data into Quality AI Express for analysis, evaluation, and insights.

Connector	Description
AWS S3 Connector	Pull conversation recordings, transcripts, chats, and metadata from an S3 bucket into Quality AI Express.
Azure Blob Connector	Pull conversation recordings, transcripts, chats, and metadata from Azure Blob Storage into Quality AI Express.

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