In Quality Management, both Manual Audit Checklists and Automated Checklists are built on the same underlying framework and use a common entry point through the Checklist Builder. While both are applied differently in manual and automated workflows, their structure, creation flow, core configuration steps, and reporting are fundamentally aligned.

In the case of manual checklists, you define the questions, parameters, and scoring logic that auditors apply during case evaluations. Automated checklists use this same framework, but the scoring is generated automatically based on predefined rules. Although manual reviews are performed by auditors and automated reviews by system logic, the setup experience and foundational checklist design remains the same.

This shared foundation helps maintain a unified scoring approach across Quality Management, ensuring consistent evaluation standards whether assessments are performed manually or automatically.

To learn more about Manual Audit Checklists, refer to Audit Checklists/Evaluation Forms.

The Automated Checklist Builder allows brands to maintain consistent conversation quality, train agents effectively, and leverage AI models while customizing parameters according to their specific business requirements. It streamlines AI scoring processes, reduces developmental efforts, and facilitates the exploration of new features, ensuring a better overall customer experience.

With the Automated Checklist Builder, you can create rules with diverse conditions to audit agents and assign quality scores effectively. This capability allows businesses to set specific criteria based on their unique requirements, ensuring a comprehensive evaluation of agent interactions. By establishing rules related to greetings, response time, resolution accuracy, and other key factors, brands can tailor the auditing process to align with their customer service goals. This level of customization ensures that the quality scores assigned accurately reflect the desired standards.

Governance

Enterprise Governance

Global Admin: Can access both Global Checklists and Workspace Checklists.

Global User: Can access both Global Checklists and Workspace Checklists.

Workspace Admin: Can only access Workspace Checklists.

Workspace User: Unable to access anything.

Persona Governance

Global Admin: Can only view the Global Audit Checklist tile in the Settings.

Global User: Can only view the Global Audit Checklist tile in the Settings.

Workspace Admin: Can only view the Workspace Audit Checklist tile in the Settings.

Workspace User: Unable to view anything in the Settings.

Key Features of Automated Checklist Builder

Enhanced Monitoring Capabilities

• Case-Level Interaction Analysis: Move beyond message-level analysis to evaluate agent performance on a more comprehensive case-level basis.

• Adherence to Handbook Guidelines: Monitor how well agents follow the company handbook in various scenarios.

100% Automation of Manual Checklists

• Cutting-Edge Technology: Integrates AI models and workflow rules to fully automate the audit process.

• Minimal Manual Intervention: Drastically reduce the need for manual checklist management, enhancing efficiency and accuracy.

Voice Quality Parameter Scoring

• Diverse Voice Metrics: Assess voice quality based on parameters like Hold Duration, Interruption, Rate of Speech (ROS), Signal to Noise Ratio (SNR), and Loudness.

• Customizable Penalties: Set and modify penalties for voice quality issues, offering personalized scoring precision.

Customizable AI Parameters

• Flexibility in Parameter Modification: Add new AI parameters or modify existing ones according to your requirements.

• Dynamic Rule Adjustment: Easily alter scoring rules or logic for any parameter, leveraging the builder's flexibility.

Integration with Advanced AI Models

• GPT-4 and In-House LLM Integration: Seamlessly integrate with state-of-the-art language models like GPT-4 or custom in-house LLM models.

• Scenario-Specific Parameter Inclusion: Implement parameters that evaluate agent performance in specific situations, such as proactive upselling during customer interactions.

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Its array of features, from AI-driven automation to customizable voice quality scoring and integration with advanced AI models, provides businesses with a powerful tool to enhance agent performance monitoring and ensure adherence to quality standards.

The first and most critical step in implementing AI Scoring is configuring the Automated Checklist Builder. This checklist forms the foundation of the entire AI-driven Quality Management (AQM) framework and directly influences how agent performance is evaluated. The checklist is a structured list of parameters used to assess agent interactions. Each parameter reflects a specific behaviour, quality metric, or business requirement that you want the system to evaluate. The accuracy and effectiveness of AI Scoring depend heavily on how well this checklist is defined. For detailed instructions on configuring the Automated Checklist Builder, please refer to Automated Checklist Builder Configuration.