Managing QA Parameters
You can adjust your QA parameters at any time. Changes take effect for new evaluations immediately. Existing evaluations are not retroactively updated.
8.1 What You Can Change
| Change | Where | Notes |
|---|---|---|
| Edit parameter instructions | Configuration > QA Parameters | Updates pass/fail and N/A instructions |
| Change weight | Configuration > QA Parameters | Must be > 0 |
| Change criticality | Configuration > QA Parameters | Critical = auto-fail on failure |
| Change mechanism | Configuration > QA Parameters | Transcript Only, Knowledge Verified, or Action Based |
| Add parameters | Configuration > QA Parameters > Add | Maximum 50 per request |
| Delete parameters | Configuration > QA Parameters | Soft delete -- parameter is hidden but data is preserved |
| Add/delete contact reasons | Workflow Builder | Changes the categorization structure |
| Edit contact reason instructions | Configuration page | Updates behavior without changing structure |
8.2 When to Re-Run Auto-Learning
Consider re-running when:
- You have made significant changes to multiple parameters
- Substantial feedback has been accumulated and applied through Continuous Learning
- You want updated accuracy metrics measured against your golden data
- Your evaluation standards have meaningfully shifted
Re-running is not required for every small change. Individual edits and Continuous Learning improvements take effect immediately.
8.3 Training Material Generation
This feature is planned but not yet available in the current production release.
When available, you will be able to generate personalized training documents for individual agents:
- Provide the
agent_idfor the target agent - The system analyzes the agent's QA feedback and insights
- It produces training documents tailored to that agent's specific improvement areas