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Rulebase keeps QA results in two lists: Tickets is one row per conversation, Evaluations is one row per agent score. The Tickets view grouped into Low, Medium, and High score sections, each row showing a QA score, the agent, and the ticket summary

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Before you start

  • Both lists show completed evaluations, so an organization that has not scored anything yet sees empty sections. How AI QA works covers what has to be true before a ticket gets a score.
  • Every organization starts with a Tickets view in the sidebar under Quality assurance. An Evaluations view is one you add yourself; see below.
  • Nothing on this page changes a score, so it is safe to click around while you learn the filters.

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Start with what is assigned to you

Before you go looking through a list, check whether the work has already been handed to you. When a routing rule or a colleague assigns you a ticket, it lands on Home, and the number beside Home in the sidebar is the count of tasks assigned to you. The Workbench tab shows an Assigned to you card next to the composer, with any calibration batches first and your assigned tickets below them. Click a row to open it, or click Begin reviews to work the whole set as a queue rather than one at a time. Home Workbench with an Assigned to you card listing three assigned tickets and a Begin reviews link
The count next to Home also includes calibration batches you have been added to, not just individual tickets. If the number is higher than the ticket list explains, an evaluation batch is waiting for you.

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Tickets and Evaluations answer different questions

Both lists group by score band and both show a coloured score chip. A ticket handled by three agents produces one row in Tickets and three rows in Evaluations. The two lists ship with different default date ranges, so neither contains the other. A ticket scored three weeks ago is in Evaluations and not in Tickets until you widen the date filter.
Low scores is the red section at the top, because a low score is the high-risk one. Sections are ordered by how much attention the tickets need, not by score.

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Add an Evaluations view

Views are the saved lists in your sidebar, and you add one from the section header rather than from a settings page.
  1. Hover the Quality assurance heading in the sidebar and click the + (New view).
  2. Pick Evaluations in the New view dialog.
  3. Rulebase creates the view and opens it in edit mode with a suggested name, so renaming it is the first thing you can do.
The New view dialog offering Tickets, Evaluations, Complaints, Interactions, and Evaluation contests The same dialog is where the other list types come from. Complaints narrows to interactions Rulebase flagged as complaints, Interactions drops the QA filter and shows everything that arrived from your help desk, and Evaluation contests collects the scores agents have disputed (see Work contested tickets). A Complaints view lists tickets, not complaint cases. The casework (one record per complaint, with its category tags, timeline, and status) lives in Compliance instead, and Work a complaint case is the guide for it. Every view is shared with your whole organization and appears under Quality assurance in the sidebar. The Options menu (⋯) in the view’s toolbar holds Edit, Duplicate, and Delete. An Evaluations view listing agent scores grouped by score band, with an Evaluated Last 30 days filter pill

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Narrow a list without losing it

Filters live in two places on a view, and they do the same thing. The pills along the top row show what is currently applied; the + at the end of that row and the filter icon in the toolbar both open the filter menu. Add a filter and the list updates immediately, but nothing is saved yet. Changing filters on a view is a temporary exploration. As soon as your filters differ from the ones the view was saved with, Clear and Save appear at the right-hand end of the pill row: Save makes the change permanent, Clear puts the view back to its saved filters. Do neither and the view reverts on its own the next time you open it. The × on an individual pill only removes that one filter. If a filter combination is one you want permanently and the view belongs to someone else, duplicate it from the ⋯ menu first and change the copy. Filter by team, partner, brand, and channel covers what each filter dimension selects, including the ones that only appear for certain integrations.

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Change how the list reads

The sliders icon in the toolbar opens Displays, which controls two things independent of any filter. Grouping decides the section headings. On Tickets you can group by Risk level (the default Low / Medium / High sections) or by Review status; on Evaluations the choices are Score level or Type, where Type splits AI reviews from manual ones. Both offer No grouping, which gives you one flat list and is usually what you want once a filter has already narrowed things down. List options controls what appears on each row. Turn off the ones your team does not use and the summary text gets more room. Display choices save to the view on their own, unlike filters. Search sits beside them in the same toolbar and matches the ticket number, the subject, and the summary Rulebase generated, not the message text inside the conversation. Search for a phrase a customer used and you will usually come up empty; search for the ticket number and you land on it immediately. Once a list is narrowed the way you want it, Export in the top right sends the same rows out as a file. Export QA evaluation data covers what the columns contain.