CSM Automated Quality Assurance (Now Assist Skill) – Availability Condition Not Filtering Cases

[ajaybonsray]

Hi Community,

I configured Automated Quality Assurance for Customer Service Management (CSM) and would appreciate some guidance on the expected behavior of the Define Availability conditions.

Requirement

We want the Automated Quality Assurance skill to review only Closed cases where the Account Segment is VIP.

The expected logic is:

Status = Closed
AND Closed date = This year

AND Account → Account Segment = VIP

Current Configuration

The Automated Quality Assurance skill is active, and under:

Now Assist Admin → Skills → Automated Quality Assurance → Define Availability

We have selected:

Customize skill availability with the following conditions:

• Status → is → Closed
• Closed date → on → This year
• Account → Account Segment → is → VIP

All three conditions are joined with AND. Therefore, the configuration currently looks like:

Status = Closed
AND
Closed date = This year
AND
Account → Account Segment = VIP

Issue

Although the above availability condition is configured, the Automated Quality Assurance skill is reviewing closed cases for accounts that are not VIP as well.

For example:

Case Status Closed Date Account Segment QA Review

Case A	Closed	This year	VIP	✅ Expected
Case B	Closed	This year	Standard/Non-VIP	❌ Not expected
Case C	Closed	This year	Other	❌ Not expected

But the non-VIP cases are also getting QA results in the Record Assessment Result (sn_service_quality_result) table.

Questions

Could someone please clarify in detail how Define Availability works for the Automated Quality Assurance skill?

Specifically:

1. Does Define Availability act as a filter for the cases that are automatically selected for QA evaluation?
2. Or does it only determine when the skill capability is available/accessibile, while the Automated QA engine independently evaluates all Closed cases?
3. If Availability is not intended to filter the automatic QA execution, what is the OOB/supported configuration to ensure that Automated Quality Assurance runs only for VIP accounts?
   
   Thanks!