> ## 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.
# Evaluation Metrics
Evaluation Metrics enable supervisors to define and monitor performance indicators for assessing the quality of agent–customer interactions. These metrics use AI-driven or rule-based analysis to evaluate conversations across different dimensions.
## Key Benefits
| Benefit | Description |
| --------------------------- | ---------------------------------------------------------------------------- |
| **AI-powered intelligence** | Uses GenAI for contextual evaluation with minimal training data. |
| **Comprehensive coverage** | Provides multiple measurement types to address diverse evaluation scenarios. |
| **Automated QA** | Reduces manual review workload through intelligent analysis. |
| **Flexible configuration** | Supports both static and dynamic evaluation options. |
## Access Evaluation Metrics
Navigate to **Quality AI** > **Configure** > **Evaluation Forms** > **Evaluation Metrics**.
The dashboard shows:
| Column | Description |
| -------------------------- | ------------------------------------------------------------------ |
| **Name** | Metric name. |
| **Metric Type** | Measurement type. |
| **Evaluation Forms** | Associated evaluation forms (for example, By Speech, By Question). |
| **Ellipsis icon** | Edit and delete options. |
| **Search** | Quick search to find metrics. |
| **New Evaluation Metrics** | Option to create new metrics. |
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## Create a New Evaluation Metric
1. Select the **Evaluation Metrics** tab.
2. Select **+ New Evaluation Metrics**.
3. Choose an **Evaluation Metrics Measurement Type**.
After selecting a measurement type, you have to configure details such as metric name, evaluation criteria, and adherence settings.
***
## Measurement Types
### By Question
Evaluates adherence to specific questions asked or answered during interactions.
**Key features:**
* **Static Adherence**-applies to all conversations
* **Dynamic Adherence**-conditional evaluation triggered by specific events
* **GenAI Detection**-contextual understanding with no training samples required
* **Deterministic Detection**-semantic matching against predefined patterns
* **Flexible thresholds**-set different similarity scores per use case
**Common use cases:** Script adherence, greeting compliance, policy verification, response quality.
For full configuration details, see [By Question](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-question).
### By Speech
Analyzes speech characteristics during voice interactions.
**Key features**
* **Crosstalk**-detects overlapping speech with configurable thresholds
* **Dead Air**-monitors silence periods (configurable duration)
* **Speaking Rate**-tracks Words Per Minute (WPM)
**Use cases:** Voice quality, conversation flow analysis, speaking pace optimization.
For full configuration details, see [By Speech](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-speech).
### By Value
Verifies customer-specific information shared by an agent against trusted data sources.
**Key features:**
* **API integration**-real-time verification with CRM and external systems
* **Business rules engine**-five rule types (first/last value, negotiated, strict matching, custom)
* **Compliance tracking**-detects deviations from expected values
* **Audit trails**-logs validation results for supervisory review
**Use cases:** Pricing accuracy, interest rate verification, account balance confirmation, compliance validation.
For full configuration details, see [By Value](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-value).
### By Dialog Task
Assesses completion and quality of specific tasks or workflows within a conversation.
**Key features:**
* **Dialog agent selection**-choose which dialog agent to evaluate
* **Evaluation scope**-entire conversation or time-bound segment
* **Time parameters**-configurable in seconds (voice) or message count (chat)
**Use cases:** Workflow adherence, task completion verification, dialog flow optimization.
For full configuration details, see [By Dialog Task](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-dialog-task).
### By Playbook Adherence
Measures how well interactions follow predefined playbooks or procedures.
**Key features:**
* **Entire Playbook**-assesses adherence across all playbook components
* **Specific Steps**-targets evaluation at specific stages or steps
* **Percentage thresholds**-define minimum adherence levels required
**Use cases:** Process compliance, procedure adherence, enforcement of standards.
For full configuration details, see [By Playbook Adherence](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-playbook-adherence).
### By AI Agent
Uses AI agents for sophisticated, multistep evaluations with autonomous decision-making.
**Key features:**
* **Complex analysis**: Multi-step reasoning across conversation elements
* **Domain expertise**: Supports specialized evaluation contexts (compliance, technical support)
* **Contextual understanding**: Nuanced evaluation requiring full conversation context
* **Advanced decision-making**: Goes beyond pattern matching for judgment calls
**Use cases:** Complex compliance assessments, technical troubleshooting evaluation, sophisticated quality analysis.
For full configuration details, see [By AI Agent](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-ai-agent).
### By Manual Evaluation
Manual Evaluation metrics enable QA teams to assess agent performance through human-led reviews, especially in scenarios where automated detection is less reliable. QA managers configure these metrics in the form, assigning a weight only in points.
**Key features:**
* **Human-Driven Assessment**-metrics are evaluated exclusively by QA auditors without Auto QA involvement.
* **Points-Based Only**-available only within points-based evaluation forms to ensure accurate scoring allocation.
* **No AI Dependency**-independent of GenAI, deterministic detection, triggers, and adherence thresholds.
* **Clear Visual Identification**-displays distinctly across Audit screens, Conversation Mining, Heatmaps, and Reports with the suffix (Manual Evaluation Metric).
**Use Cases:** Manual Evaluation is ideal for assessing complex soft skills (such as tone, empathy, and negotiation), regulatory scenarios requiring human judgment, dispute handling quality, escalation decisions, and high-risk or edge-case interactions.
For full configuration details, see [By Manual Evaluation](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-manual-evaluation).
### By Hold
Evaluates how effectively agents manage customer hold scenarios during voice interactions, ensuring proper communication, timing, and resumption behavior.
**Key Features:**
* **Static Adherence**-applies consistently to all conversations with hold events
* **Event-driven Evaluation**-triggers automatically when hold events occur via telephony integration
* **Multi-instance Detection**-evaluates multiple hold events within a single interaction
* **GenAI Detection**-contextual, flexible evaluation using LLM-based understanding
* **Deterministic Detection**-embedding-based semantic matching against predefined utterances
* **Configurable Sub-criteria**-assess hold notification, duration compliance, and call resumption
* **Flexible Thresholds**-defines similarity scores, hold duration limits, and evaluation windows
* **Weighted Scoring**-assigns percentage-based contributions to each sub-criterion
**Use Cases:** Hold etiquette compliance, agent coaching, customer experience improvement, regulatory adherence, and interaction quality monitoring during hold scenarios.
For full configuration details, see [By Hold](/ai-for-service/quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-hold).
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## Edit or Delete Evaluation Metrics
1. Search the required metric to update.
2. Select the ellipsis (â‹®) menu.
3. Choose **Edit** to modify or **Delete** to remove the metrics.
4. Select **Update** to save changes.
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