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Quality Schema Management

Define how your customer service quality should be evaluated.
1

Create Schema

[Placeholder for schema creation interface]
  1. Navigate to “Quality Schema”
  2. Click “Create Schema”
  3. Define parameters:
    • Schema Name
    • Categories
    • Scoring Criteria
    • Weightage
Make your criteria specific and measurable for consistent evaluation
2

Configure Categories

Example schema structure:
{
  "name": "Support Quality Standard",
  "categories": [
    {
      "name": "Communication",
      "weight": 0.4,
      "criteria": [
        {
          "name": "Clarity",
          "description": "Clear and concise explanation",
          "score_range": [0, 5]
        }
      ]
    }
  ]
}
3

Set Scoring Rules

Define scoring guidelines:
  • Score ranges
  • Passing thresholds
  • Critical criteria
  • Auto-fail conditions
4

Test and Deploy

  1. Run test evaluations
  2. Adjust weights if needed
  3. Deploy to production
  4. Monitor initial results
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