Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Adjusting the automatic categories to your own standard, and switching off the ones that do not fit you.
Adjust them
- Open the automatic categories in the workspace.
- Review what each one checks.
- Turn off any that do not match how you work.
- Adjust the settings on the ones you keep.
- Check the results against twenty real conversations.
Turn off what does not fit
A category checking for a formal closing is wrong for a team using short chat replies. Left on, it scores everybody down for doing exactly what you asked of them.
Agents notice this immediately, and it discredits the automatic scoring entirely.
Check it per channel
What reads as curt in an email is normal in chat. Where one workspace covers both, a category tuned for one will misjudge the other.
Verify before relying on it
Read twenty scored conversations and compare with your own judgement. Where you disagree consistently, adjust the category rather than accepting the score.
This check takes half an hour and it is what makes the difference between useful and resented.
Language matters
Automatic scoring works less well in some languages than others, and a multilingual team can find one language consistently scoring lower for reasons that have nothing to do with quality.
Check per language before comparing anybody.
Start with a few
Two or three categories you are confident about. Adding more once those are trusted is easy; recovering credibility after a bad start is not.
Tell the team what is automatic
Which categories are scored by machine and which by a person. Agents should know what they are disputing when they disagree.
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