Extended support for filtering by scorecard; Auto QA labels for AI reviews [beta feature]

What’s new in this release:

1. “Scorecard” Filter on all Screens

Previously, you could not filter by scorecard on the Explore, Explore Tags, or Agents screen, making it difficult to single out and access AI reviews and scores. With the scorecard filter, you can now quickly access review results by Scorecard name (Manual and AI), making it easier to compare and contrast the scores and pass rates across different review types.

AI-generated scorecards will now be flagged by an EdgeTier AI emoji across WatchTower to highlight which review types are AutoQA, and which are manually reviewed. Selecting this scorecard in the filter will show you all results with an AutoQA review result.

2. Auto QA Option in Reviewer Filter

Our Reviewer filter used to contain only humans! But now, selecting AutoQA as the reviewer in this filter (see image below) will show you all interactions and reviews that have been processed by our AutoQA service and assigned an automated quality score and feedback.

3. Auto QA Labels on Reviews and Scorecards

Across the reviews and scorecards screens, you will see symbols denoting if a review was completed by AI. For example, in the interaction modal, Auto QA review scores will be labeled like this:

Note: You can still edit Auto QA review scores and comments.

Scorecards that are connected to AI prompts for use within our Auto QA service will be uneditable, and labeled in system:

Coming Soon

In addition to the scorecard filters, Auto QA Pass Rate (%) and Auto QA Review Score (%) will also have their own columns on the Agents and Explore Tags tables in an upcoming release, to help you understand agent scores on AI-powered reviews v. manual reviews. In the meantime, the scorecard and reviewer filters will help you achieve this.

Please note that these features will only appear if your organisation uses the AutoQA service.