To ensure greater accuracy and accountability in quality evaluations, the system enables Quality Managers with the appropriate permissions to override AI-generated scores for individual checklist items. When a score is overridden, the system automatically recalculates the corresponding category score and overall quality score to reflect the updated input. This feature allows human oversight to correct potential AI misjudgments and ensure that final quality assessments aligns with expert evaluation and contextual understanding.

For Override Flow, you need to provide permission at the checklist level. To know about the details on permissions, refer Permissions on Record Manager.

Perform the followings steps for override flow:

1. On the Case Analytics screen, under the AI Insights column, click the thumbs up or thumbs down.

   

   The Feedback screen is displayed.

   

2. Click on the valid Reason. Upon clicking this:

   1. If Incorrect score is selected: Score is overridden with expected score.

   2. Incorrect Evidence: Selected evidences are removed from the insight card.

   3. Missing Evidence: Selected evidences are added along with existing evidences (for the added evidences, no explanation is shown, similar to the classification model insight).

3. Enter your comments in the Help us improve text box. This could include contextual information or specific details about why the AI's scoring was inaccurate. This comment box can be marked as mandatory or optional for each checklist item during the configuration done on the Mark Feedback Comment Mandatory checkbox of the Record Manager.

4. Click Send Feedback & Override.

   The Send Feedback & Override screen is displayed.

   

5. Click Confirm Override.

   The Case Analytics screen is displayed with a message mentioning that Item's evaluation was overridden by <user_name>.

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   Once an item is overriden, noone can further override it and also further feedback can also not be shared on it. If you click on the already shared feedback (thumbs up or thumbs down) then the Feedback screen opens in disabled state and no action can be performed on it.

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Reporting

Reporting on Override, outlines the enhancements to be made across multiple reporting layers — Inbound Case Report, Audit Checklist Response Report, and Message Level Report , to ensure alignment with updated evaluation scoring and override mechanisms. The objective is to ensure consistency, transparency, and traceability of overridden evaluations and evidence.

Inbound Case Report

• The Evaluation Score and Average Case Quality Score automatically updates when a new evaluation score is given.

• This ensures the report always reflects the most recent evaluation results.​

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Audit Checklist Response Report

• The Evaluation Score, Category Score, and Item Score updates based on the latest evaluation.

• A new field called Is Item Evaluation Overridden is added. It shows:

  • Yes – if the item was manually overridden.

  • No – if there was no manual change.

• If the checklist is triggered again (re-evaluated), this field resets to No.

Message Level Report

• When an Incorrect Evidence is overridden:

  • The related insight phrase and insight reason gets removed from the report.

• When a Missing Evidence is added:

  • The evidence appears in the insight phrase.

  • The insight reason is left blank (null).

• A new field called Is Item Evaluation Overridden is added. It shows:

  • Yes – if the item was manually overridden.

  • No – if there was no manual change.

• If evidence is deleted during an override, it also gets deleted from the Message Level Report.

• If new evidence is added during an override, it is shown in the Message Level Report with a null insight reason.