Evaluation Criteria
Zild Coach evaluates conversations using configurable criteria. Criteria can be structured into categories aligned with operational goals.Core Evaluation Categories
1. Accuracy
- Was the response factually correct?
- Did the agent use correct knowledge?
- Was structured data captured correctly?
2. Instruction Adherence
- Did the agent follow defined policies?
- Were prohibited actions avoided?
- Was escalation triggered appropriately?
3. Resolution Quality
- Was the issue fully resolved?
- Was next step clearly defined?
- Was user intent satisfied?
4. Communication Quality
- Tone consistency
- Clarity of explanation
- Conciseness
- Professional language
5. Escalation Handling
- Was escalation necessary?
- Was escalation triggered at the right time?
- Was sufficient context passed to human?
Scoring Model
Each category may include:- Weighted score
- Pass / fail criteria
- Threshold triggers
- Compliance flags
- Accuracy: 30%
- Resolution: 30%
- Communication: 20%
- Policy adherence: 20%
Policy Violation Detection
Zild Coach can flag:- Unauthorized data disclosure
- Policy non-compliance
- Improper escalation
- Incomplete information capture
Custom Criteria
Enterprises can define:- Industry-specific compliance checks
- Sales qualification standards
- Internal SLA benchmarks
- Brand tone enforcement
Aggregated Performance Analysis
Scores can be aggregated by:- Agent
- Group
- Channel
- Time period
- Trend analysis
- Team comparison
- Performance benchmarking
- Continuous improvement tracking
Summary
Zild Coach provides a structured evaluation framework that ensures:- AI quality control
- Human performance monitoring
- Compliance enforcement
- Continuous operational improvement