Configuring evaluations

Configure conversation evaluations by disabling evaluations, adjusting execution logic and thresholds, and tuning scoring weights.

Disable evaluations

Prerequisites

Update must be created.

Disable evaluations:

1. Navigate to Process Automation > Flow Designer and select Flows.
2. Select the Execute Evaluation flow.
3. Select Deactivate.

Change the evaluation execution conditions

Change the evaluation execution conditions:

1. Navigate to System Definition > Script Includes.
2. Search for and select the script Include evalExecuteCondition.
3. In the Script field, modify the executeEvaluation method.
   • Input: The method receives the conversation reference record as a parameter.
   • To restrict by user profile, use the initiatedUser variable (contains the user’s sys_id).
4. Use GlideRecord queries or other logic as needed to implement custom execution conditions.
5. Save and test in a non-production environment before promoting.

Set the daily limit on evaluations

Set a maximum daily limit on evaluations:

1. Navigate to All > System Properties > All Properties (sys_properties.list).
2. Search for and select the property sn_na_conv_eval.maxEvaluateCount.
3. Set the Value field to the desired integer value to limit the maximum number of evaluations created per day.

Configure the minimum records for error bands

Set the minimum number of records required to calculate the error band for upper and lower deviation:

1. Navigate to All > System Properties > All Properties (sys_properties.list).
2. Search for and select the property sn_na_conv_eval.errorBandMinRecords.
3. Set the Value field to the desired integer value to define the minimum number of records required before upper and lower error bands are calculated.

Adjust skill weights for the composite score

Set the weights for each evaluation metric for chat evaluation, which are used to compute total and composite scores on evaluation records:

1. Navigate to All > System Properties > All Properties (sys_properties.list).
2. Search for and select the property sn_na_conv_eval.evalWeights.
3. Update only the value components for each skill.

   The composite score is calculated as Sum(Skill Score × Skill Weight) / Sum(Skill Weights).