Conversation assessments

Quality AI provides scorecards with questions to evaluate contact center agent performance during a conversation. A human can use those questions to evaluate an agent or Quality AI can perform automatic evaluations. Conversation assessments help humans evaluate the performance of a contact center agent and provide feedback.

Human evaluators can perform the following actions with conversation assessments.

  • Edit automatic scorecard results.
  • Create and attach notes to an assessment, a conversation turn, or a scorecard question result.
  • View assessments with all the scorecards and notes in the console.

Assessment state

The state of a conversation assessment identifies the evaluation process. Conversation assessments can have one of the following possible states:

  • Draft: While an evaluator is working on an evaluation, the assessment has the draft state.
  • Shared: Evaluators can choose to share an evaluation with someone else who has access to the same authorized view. When you click Share, the evaluation status changes, but this action does not send the evaluation to anyone.
  • Appealed: If someone disagrees with the results of an assessment, they can submit an appeal to have the assessment reviewed again.
  • Final: The final state of an assessment indicates that the evaluation is complete. You cannot add, delete, or update notes on an assessment in the final state.

View conversation assessments and states

Take the following steps:

  1. Go to the Conversational Insights console, sign in with your Google Account, and select your project.

    Insights console

  2. Click Quality AI > Your Tasks.

Filter conversations

You can use filters to view only the conversations a particular agent participated in. You can filter conversation assessments based on the agent they are for and the assessment state.

View conversations and add filters

Take the following steps:

  1. Go to the Conversational Insights console, sign in with your Google Account, and select your project.

    Insights console

  2. Click Conversations > Filter Conversations and enter your filter parameters.

APIs

You can also use the following APIs to create assessments and notes.

API name Description
CreateNote Restricted to non-finalized assessments.
UpdateNote Allows updates of the note content field by the note creator only.
DeleteNote Limited to the note creator. Rejected if the assessment is FINALIZED.
ListNotes Supports listing the notes of a specific assessment.
CreateAssessment Create an assessment of a conversation.
GetAssessment Retrieve an assessment.
ListAssessments Supports listing assessments across all conversations in a location.
PublishAssessment Puts a DRAFT or APPEALED assessment in the PUBLISHED state.
AppealAssessment Puts a PUBLISHED assessment in the APPEALED state.
FinalizeAssessment Assessments can be finalized in any state.
DeleteAssessment Deletes an assessment and its notes if force is set to true.