Objectives

{
  "name": "Customer Satisfaction",
  "criteria": "Evaluate how satisfied the customer feels with the interaction. Consider factors like: issue resolution, agent responsiveness, empathy shown, and overall helpfulness. Score 1.0 for highly satisfied customers who express gratitude or positive feedback. Score 0.5-0.8 for neutral interactions where basic needs are met. Score 0.0-0.4 for frustrated customers or unresolved issues.",
  "version": 1
}

{
  "name": "Response Accuracy",
  "criteria": "Assess the factual accuracy and relevance of the agent's responses. Score 1.0 when all information provided is correct and directly addresses the customer's question. Score 0.5-0.8 for mostly accurate responses with minor gaps. Score 0.0-0.4 for incorrect information, irrelevant responses, or failure to understand the question.",
  "version": 1
}

{
  "name": "Professional Communication",
  "criteria": "Evaluate the agent's tone, language, and communication style. Score 1.0 for professional, empathetic, and clear communication that builds rapport. Score 0.5-0.8 for adequate professional communication. Score 0.0-0.4 for unprofessional tone, unclear language, or inappropriate responses.",
  "version": 1
}