AI Smart QA

Allow customization of the criteria description of smart QA in order to tailor them to specific cases (e.g. "do not take reports of power outages into account as it is outside our company's power to address those").

each Team member can view their own metrics each team member can view & comment on their own Smart QA and see all feedback.

Allowing the rule to define what teammates / teammate groups should be evaluated

Enable workflows based on the result of a smart QA evaluation

The SmartQA currently highlights a low-scoring item like 50% sentiment. When you click on the block on the UI, you get a pop-up that shows what was scored and how much. However, it does not show you what part of the conversation the SmartQA refers...

When reviewing scores on Smart QA for each of the categories, it would be great to only see the emails that were graded in that category. i.e. have the ability to filter out the "N/A" results.

Leverage various criteria from audit trail to surface during QA. For instance: Who added which tags Message deletions Usage of message templates