Review and override QA scores
Check the AI's scores against the conversation, correct them, comment and use the review queue.
For: Supervisors and QA leadsSteps
- Go to MetriQA → Reviews and open a conversation. Filter To review for conversations a sampling rule queued for you.
- Read the transcript on the left: the AI's evidence is highlighted in yellow and risk quotes in red. Select a quote on the right to jump to it.
- Under Your review, change any criterion score the AI got wrong (Pass / Fail for auto-fail criteria, or N/A) and add a reason.
- Select Save review. Your scores become the conversation's score; the AI's scores are kept, and the change is recorded in the audit log.
- Add a comment for the agent, or use Add to review queue to come back to it later.
Good to know
- You cannot review a conversation you handled yourself.
- If the AI re-scores a reviewed conversation, your score stays.
Still need help? Contact support