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What is it?

Form-specific AI Evaluation Rules let admins and supervisors define custom auto-evaluation conditions for each QMA evaluation form.

This ensures that each evaluation form is automatically applied to the right calls, aligned with your business logic and quality goals.

How to Use

1. Access AI Evaluation Rules

1. Go to the Forms list in QM Assist.
2. Click the three-dot menu next to the AI form you want to configure.
3. Select AI Evaluation Rules.

2. Add or Edit a Rule

1. Click Add Rule, or choose an existing rule to edit.
2. Define the conditions you want to apply:
    
   • Call Direction
   • Evaluation % (percentage of calls to be evaluated)
   • Call Duration
   • Queues
   • Dispositions
3. Set the logic between Queues and Dispositions using AND / OR.

3. Avoid Duplicates

When you save a rule, the system automatically checks for conflicts with rules configured on the same forms.

If any duplication is found, you’ll see a message listing the conflicting queues or dispositions, so you can adjust accordingly.

4. Delete or Deactivate Rules

• You can delete or deactivate rules at any time.

• Deactivating a form will automatically deactivate all rules linked to that form.

   

Who Can Access It

Only users with permission to manage AI Evaluation Settings can create or update these rules.

Deprecation Notice

The previous setup guide, Configurations in QM Assist, will be deprecated on November 28, 2025.

Please note that AI Pending Evaluations in QM → Assign Evaluations → AI Evaluations remains unchanged