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.
9.1 What You Can Change
| Change | Where | Notes |
|---|---|---|
| Edit parameter instructions | Configuration > QA Parameters | Updates pass/fail and N/A instructions; for Boolean parameters only |
| Change rule type | Configuration > QA Parameters | Boolean (pass/fail), Categorical (closed option set), or Descriptive (free-text answer up to a word limit). Unset parameters are treated as Boolean for backward compatibility. Type-specific fields appear in the edit form depending on the selected type -- see 9.4 Rule Types |
| 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, or via Auto-Learning | Maximum 50 per request. Adding via Auto-Learning learns only the new parameters -- see 2.4 Configure QA Parameters with Auto-Learning |
| Delete parameters | Configuration > QA Parameters | Soft delete -- parameter is hidden but data is preserved. Select multiple (or all) via checkboxes to bulk delete, including down to an empty set |
| Add/delete contact reasons | Workflow Builder | Changes the categorization structure |
| Edit contact reason instructions | Configuration page | Updates behavior without changing structure |
9.2 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.
9.3 Training Material Generation
Personalized training documents for individual agents are generated as Coaching Reports, available from the Insights tab rather than from QA Parameters -- see 7. Using the Insights Dashboard for the full walkthrough.
9.4 Rule Types
Each QA parameter has a rule type that determines what kind of answer the evaluator produces for that question. The type is set when creating or editing a parameter and controls which fields appear in the edit form.
| Type | Answer format | Type-specific configuration |
|---|---|---|
| Boolean | Pass, Fail, or N/A | Pass/fail instruction and N/A instruction fields. This is the default behavior -- parameters with no type set are treated as Boolean. |
| Categorical | One option from a closed set | An option set (CategoryOption) where each option has a name, description, and examples; plus a default option used when the evaluator cannot choose from the set. |
| Descriptive | Free-text answer up to a word limit | Maximum word count (max_words) and answer guidelines (answer_guidelines) fields. |
Parameters created before rule types were introduced have no type set. They are evaluated as Boolean and continue to work without any changes.
The parameter edit form shows only the fields relevant to the selected type. Switching types resets the type-specific configuration fields.