Resolution criteria define what makes a call successful. AI QA evaluates every analyzed call against these criteria.Documentation Index
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Add AI Evaluated Conditions
Custom qualitative criteria evaluated by AI based on call transcripts and context.Name — A short identifier (e.g., “Call resolved”, “Customer satisfied”, “Issue escalated properly”).Prompt Description — The prompt the AI uses to evaluate whether the condition was met.Example:
"AI agent was able to resolve user's query"Best practices:- Be specific about what success looks like
- Include relevant context about the call type or use case
- Use clear, unambiguous language
Add Performance Metrics
Quantitative thresholds calls must meet to be considered successful.
Click + Add to add multiple metrics.
| Metric | Description |
|---|---|
| Latency | End-to-end delay between user speaking and agent beginning response |
| User Sentiment | Emotional state of the caller inferred from speech, tone, and pitch |
| Agent Sentiment | Emotional tone expressed by the AI during speech |
| Interruptions | Count of times user interrupted the agent |
| Transcription | WER and number of mistranscribed entities |
| Agent Hallucination | Rate at which the agent hallucinated |
| Tool Call Inaccuracy | Rate at which the agent invoked incorrect tools |
| Node Transition Inaccuracy | Rate of incorrect node transitions |
| Agent Naturalness | How human-like the agent sounded (pronunciation, pacing, turn-taking) |
A call is considered successful only if it meets all defined criteria across both AI Evaluated Conditions and Performance Metrics.
Configure Weighted Scoring (optional)
Enable Weighted Scoring to assign different weights to your criteria — giving more importance to certain conditions or metrics.When enabled: Assign weights to each condition and metric, then set a Success Criteria threshold.When disabled: All criteria are treated equally — a call must meet all conditions.Use weighted scoring when some criteria are more important than others. For example, weight “Call resolved” higher than “Customer satisfaction” if resolution is your primary goal.