About the Auto QM evaluation criteria

Auto QM uses AI to evaluate conversations and provide scores for standard agent performance questions. The scores are automatically generated and available at both individual and aggregated levels. The evaluation for these scores is based on a defined set of criteria. You can choose from the following criteria and configure a percentage breakdown for your selected criteria:

Active listening
Closing
Customer effort
Empathy
Greeting
Objection handling
Professionalism
Resolution
Sales

NOTE If an error occurs when processing a question, you must manually add a score for the question or contact an admin for assistance.

When automatically generating a score, Auto QM evaluates the following criteria:

Section	Evaluation questions
Active listening	Did the agent successfully keep the conversation on track to focus on the primary issue and avoid diverging to other issues? Did the agent ask clarifying and relevant questions to better understand the customer's needs? Did the agent summarize or paraphrase the customer's issue to ensure they correctly understood it? Did the agent actively commit to finding a solution and take ownership of the problem-solving process for the customer's issue? Did the agent proactively guide the conversation, keeping it focused on the issue at hand?
Authentication	Did the agent authenticate the caller’s identity?
Churn management	If the customer requested a cancellation, did the agent make an effort to retain their business?
Closing	Did the agent ask if there was anything else the customer needed help with before closing the conversation? Did the agent provide a polite and courteous goodbye message? Did the agent set clear expectations for the next steps or follow-up actions? Did the agent recap the outcome of the conversation to ensure the customer's understanding? Did the agent ask for permission and wait for confirmation before transferring the call? Did the agent thank the customer for calling before ending the conversation? Did the agent encourage the customer to participate in the post-interaction survey?
Customer effort	Did the customer have to repeat themselves to convey their issue or provide the same information to the agent multiple times? Did the call time exceed the call duration limit that is acceptable to a customer? Did the customer experience silence on the call for longer than the acceptable total silence time? Was the customer put on hold for longer than the acceptable hold time limit? Was the customer put on hold for more times than permitted? Did the customer express frustration with the agent? Did the customer request an escalation to someone in a higher position?
Empathy	Did the agent express empathy and provide reassurance to the customer? Did the agent use dismissive language or statements when addressing customer's emotions or complaints? Did the agent express empathy at the right time and appropriate to the emotions shared by the customer?
Greeting	Did the agent personalize the conversation by introducing themselves with their name? Did the agent inform the customer that the call is being recorded? Did the agent use a polite greeting when starting the conversation? Did the agent confirm the best contact number to use in case of a disconnect? Did the agent clarify whether the caller was calling for themselves or on behalf of another person? Did the agent ensure they were speaking with the correct person before proceeding? Did the agent clearly state their name and where they are calling from? Did the agent establish the purpose of the call clearly and concisely?
Objection handling	Did the agent effectively address any objections or concerns raised by the customer?
Professional communication	Did the agent address the customer by name at least once during the conversation? Did the agent avoid displaying a negative attitude which can consist of sarcasm, frustration, annoyance, or any other negative emotions? Did the agent avoid using profanity or inappropriate language? Did the agent avoid using unnecessary jargon when providing support or explaining the situation to the customer? Did the agent maintain a positive and optimistic attitude when providing information and solutions during the conversation? Was the agent courteous and polite throughout the conversation? Did the agent avoid talk-overs? Did the agent demonstrate flexibility by adapting to the customer's needs and exploring alternative solutions when necessary?
Resolution	Did the customer demonstrate satisfaction with the resolution, either through explicit statements, affirmative responses, or by indicating they can proceed without further assistance? Did the agent accurately identify and address the primary issue or query raised by the customer, demonstrating a clear understanding of the problem? Did the agent actively lead the resolution process by proposing a solution, clarifying doubts, or answering the customer's inquiry?
Sales	Did the agent correctly identify an opportunity and attempt to promote relevant products or services from the company? If this is a sales call, was the agent able to introduce the product/service/offer in a concise and engaging way?

Calabrio currently presets the following thresholds in the standard evaluation form.

Individual hold time: > 2 min
Number of hold events: > 3 holds
Total silence time: > 10 seconds (exclude silences of less than 2 seconds)
Conversation duration: > 6 min

NOTE These thresholds are also configurable in the Auto QM Evaluation Form Manager. For more information, see Use Auto QM to create forms and Manage Auto QM evaluation forms.

The evaluation excludes the following types of conversations:

Single channel conversations where speakers cannot be separated
Conversations that are not in English
Conversations that last less than 30 seconds (configurable at tenant level)
Conversations with fewer than three messages (configurable at tenant level)