System Settings

Configure scoring models and compliance rules

Score Model Configuration

Define the criteria used by AI to evaluate engagements.

Total Weight

100 / 100

Criterion Name	Description	Weight
Greeting	Properly greets the customer within 10 seconds.	15
Needs Identification	Asks open-ended questions to understand customer needs.	20
Product Knowledge	Accurately describes product features and benefits.	25
Solution Offered	Recommends appropriate products based on needs.	20
Closing	Thanks the customer and offers further assistance.	20

Configure the rules the AI uses to flag engagements.

Rule Name	Description	Default Severity	Status
Inappropriate Language	Use of profanity or offensive language.	Critical	Enabled
Missed Disclosure	Failure to state required promotional terms.	Moderate	Enabled
Rushed Closing	Ending the interaction abruptly without standard sign-off.	Low	Enabled
Argumentative Tone	Raising voice or arguing with the customer.	Critical	Enabled

Define categories that AI will assign to each engagement based on conversation context.

Category Name	Description	Values	Status
Customer type	Classify whether the customer is new or returning.	New Returning Unknown	Active
Customer promotion	Identify the promotion type mentioned during the engagement.	Free Wash Family Plan None	Active
Customer cancellation	Detect if the engagement involves a service cancellation request.	Yes No	Active
Customer service	Detect if the engagement involves a general service inquiry or issue resolution.	Yes No	Active
Customer damage report	Detect if the engagement involves a damage claim or report.	Yes No	Active

Define tags that managers can use when nominating engagements as best practices.

Tag Name	Description	Status
Great Greeting	Exceptional customer welcome and first impression.	Active
Product Knowledge	Demonstrated strong knowledge of products and services.	Active
De-escalation	Successfully handled a difficult or frustrated customer situation.	Active
Upselling	Effectively recommended a higher-value service or add-on.	Active
Excellent Closing	Outstanding wrap-up with clear next steps and warm send-off.	Active