> ## Documentation Index
> Fetch the complete documentation index at: https://docs.irisagent.com/llms.txt
> Use this file to discover all available pages before exploring further.

# AutoQA: Automated Conversation Quality Assurance

> Automatically evaluate support conversations for quality, compliance, and process adherence

## **Overview**

AutoQA uses AI to automatically review and score support conversations against quality rules you define in plain English. Instead of manually auditing a sample of tickets, AutoQA evaluates every conversation and flags violations, giving you full visibility into agent and AI performance.

Key capabilities:

* **Natural language rules** -- describe what to monitor in plain English and AutoQA handles the rest
* **Automatic evaluation** -- every conversation is scored against your active rules without manual effort
* **Configurable severity** -- classify violations as Critical, Warning, or Info to prioritize what matters most
* **Conversation-level scoring** -- each conversation receives a QA score from 0 to 5
* **Detailed review reports** -- see which rules passed or failed, with explanations and flagged messages

## **Managing QA Rules**

Navigate to the **AutoQA Rules** page on the [IrisAgent dashboard](https://web.irisagent.com/auto-qa/rules). You will see a summary of your QA program at the top:

* **Active Rules** -- number of rules currently being evaluated
* **Cases Scored** -- total conversations evaluated
* **Avg Pass Rate** -- percentage of evaluations that passed across all rules
* **Rules Below 90%** -- number of rules with a pass rate under 90%, flagged as critical

Below the summary is a table of all your rules. You can filter by **All**, **Active**, or **Inactive** tabs, and use the search bar to find rules by description or category.

### **Creating a Rule**

1. Click **Create New Rule** on the AutoQA Rules page.
2. Fill in the following fields:
   * **Rule Description** -- describe what you want to monitor in plain English. AutoQA will evaluate every conversation against this rule. For example: *"Flag conversations where the agent did not verify the customer's identity before making account changes."*
   * **Category** -- group this rule for reporting and filtering. Options are:
     * **Compliance** -- security, identity verification, data handling
     * **Tone & Empathy** -- customer interaction quality
     * **Resolution Quality** -- accuracy and correctness of responses
     * **Process Adherence** -- procedural requirements
     * **Escalation** -- escalation triggers and requirements
     * **Custom** -- any other category you define
   * **Severity** -- how critical is a violation of this rule:
     * **Critical** -- high-impact violations that need immediate attention
     * **Warning** -- moderate issues to address
     * **Info** -- low-priority or informational findings
3. Click **Create Rule**.

Once created, the rule is active by default and will be applied to all new conversations.

### **Example Rules**

Here are some examples to help you write effective QA rules:

| Category           | Example Rule                                                                             |
| ------------------ | ---------------------------------------------------------------------------------------- |
| Compliance         | Agent must verify customer identity before making any account changes                    |
| Tone & Empathy     | Agent must maintain a professional and empathetic tone throughout the conversation       |
| Process Adherence  | Agent should offer a follow-up or ask if the customer needs anything else before closing |
| Resolution Quality | AI agent must not fabricate or hallucinate product features, pricing, or policies        |

### **Editing a Rule**

Click the **edit icon** on any rule row, or select **Edit** from the actions menu. You can update the description, category, and severity. When editing, you will also see performance stats for the rule:

* **Pass Rate (30d)** -- percentage of conversations that passed this rule over the last 30 days
* **Cases Evaluated** -- total conversations scored against this rule
* **Status** -- whether the rule is active or inactive
* **Created by** -- the user who originally created the rule

Click **Save Changes** when done.

### **Enabling or Disabling a Rule**

Click the **actions menu** (three dots) on any rule row and select **Disable** or **Enable**. Inactive rules are not evaluated against new conversations but are preserved for future use.

### **Deleting a Rule**

Click the **actions menu** on any rule row and select **Delete**. This permanently removes the rule and its evaluation history.

## **Reviewing QA Results**

Navigate to the **QA Reviews** page on the [IrisAgent dashboard](https://web.irisagent.com/auto-qa/reviews) to see evaluation results. The summary cards at the top show:

* **Reviewed (7d)** -- total conversations reviewed in the last 7 days
* **Failures** -- number of conversations that failed at least one rule
* **Critical Failures** -- failures involving a Critical severity rule
* **Avg QA Score** -- average score across all reviewed conversations (out of 5)

### **Filtering Reviews**

Use the filter controls to narrow down results:

* **Result** -- filter by All, Pass, or Fail
* **Rule** -- filter by a specific rule
* **Severity** -- filter by Critical, Warning, or Info
* **Search** -- search by case ID, subject, or agent name

### **Review Details**

Click on any review row to expand it and see the full evaluation:

* **QA Scorecard** -- lists every rule that was evaluated, showing whether the conversation passed or failed each one. Failed rules include an explanation of the violation.
* **Conversation Excerpt** -- shows the relevant messages from the conversation. Messages that triggered a violation are highlighted so you can quickly see the problem area.

### **Understanding Scores and Pass Rates**

AutoQA uses color coding to help you quickly identify issues:

| Metric    | Green        | Orange     | Red       |
| --------- | ------------ | ---------- | --------- |
| Pass Rate | 90% or above | 75% -- 89% | Below 75% |
| QA Score  | 4.0 or above | 3.0 -- 3.9 | Below 3.0 |

If you need help setting up AutoQA rules for your team, reach out by [sending us an email](mailto:contact@irisagent.com?subject=AutoQA%20Setup).