Quality Schema Management
Define how your customer service quality should be evaluated.1
Create Schema
[Placeholder for schema creation interface]
- Navigate to “Quality Schema”
- Click “Create Schema”
- Define parameters:
- Schema Name
- Categories
- Scoring Criteria
- Weightage
Make your criteria specific and measurable for consistent evaluation
2
Configure Categories
Example schema structure:
3
Set Scoring Rules
Define scoring guidelines:
- Score ranges
- Passing thresholds
- Critical criteria
- Auto-fail conditions
4
Test and Deploy
- Run test evaluations
- Adjust weights if needed
- Deploy to production
- Monitor initial results