> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](/ai-for-service/quality-ai/configure/quality-ai-express)               | Set up Quality AI for third-party CCaaS platforms using file-based integration. |
| [General Settings](/ai-for-service/quality-ai/configure/quality-ai-general-settings)        | Manage Auto QA scoring, agent access to interactions, and auditor anonymity.    |
| [Conversation Intelligence](/ai-for-service/quality-ai/configure/conversation-intelligence) | Configure conversation intelligence features at the app level.                  |
| [Language Settings](/ai-for-service/quality-ai/configure/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](/ai-for-service/quality-ai/configure/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](/ai-for-service/quality-ai/configure/evaluation-metrics)                         | Define performance indicators for measuring interaction quality. |
| [Evaluation Forms](/ai-for-service/quality-ai/configure/evaluation-forms)                             | Create standardized assessments aligned to queues and channels.  |
| [Auto QA Configuration](/ai-for-service/quality-ai/getting-started/best-practices-for-auto-qa-config) | Best practices for Auto QA configurations                        |

### Metrics Measurement Types

Choose the right measurement type for each evaluation metric.

| Metric Type                                                                                                                          | Description                                                                                     |
| ------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------- |
| [By Question](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-question)                        | Evaluate agent responses to specific questions, statically or dynamically.                      |
| [By AI Agent](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-ai-agent)                        | Use AI agents to assess multiple conversation aspects in a single evaluation call.              |
| [By Playbook Adherence](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-playbook-adherence)    | Measure how well agents follow established procedures and workflows.                            |
| [By Dialog Task](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-dialog-task)                  | Evaluate adherence to predefined scripts and behavioral steps.                                  |
| [By Value](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-value)                              | Validate agent accuracy against backend data using LLM-powered entity recognition.              |
| [By Speech](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-speech)                            | Assess voice behaviors such as crosstalk, dead air, and speaking rate.                          |
| [By Manual Evaluation](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-manual-evaluation)      | Evaluates agent performance through human-led reviews when automated detection is insufficient. |
| [By Hold Etiquette](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-hold)                      | Evaluate how agents manage customer holds during voice interactions.                            |
| [By Transfer Etiquette](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-transfer)              | Assess how agents handle internal customer transfers during voice interactions.                 |
| [Auto QA Prompting Guide](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/autoqa-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](/ai-for-service/quality-ai/configure/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](/ai-for-service/quality-ai/configure/taxonomy-builder/overview)             | Understand how Taxonomy Builder structures topic hierarchies for conversation analysis. |
| [Setup Taxonomy](/ai-for-service/quality-ai/configure/taxonomy-builder/setup-taxonomy) | Create and manage topic hierarchies to categorize customer conversations.               |

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## Connectors

Connect external data sources to Quality AI for conversation ingestion.

| Connector                                                                              | Description                                                                |
| -------------------------------------------------------------------------------------- | -------------------------------------------------------------------------- |
| [AWS S3 Connector](/ai-for-service/quality-ai/connectors/aws-s3-connector-setup-guide) | Pull recordings and transcripts from an S3 bucket into Quality AI Express. |

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