>>>>> gd2md-html alert: ERRORs: 0; WARNINGs: 0; ALERTS: 12.

• See top comment block for details on ERRORs and WARNINGs.
• In the converted Markdown or HTML, search for inline alerts that start with >>>>> gd2md-html alert: for specific instances that need correction.

Links to alert messages:

alert1 alert2 alert3 alert4 alert5 alert6 alert7 alert8 alert9 alert10 alert11 alert12

>>>>> PLEASE check and correct alert issues and delete this message and the inline alerts.

---

https://koreteam.atlassian.net/browse/STAT-16401

https://koreteam.atlassian.net/browse/STAT-20720

https://koreteam.atlassian.net/browse/STAT-21035

https://koreteam.atlassian.net/browse/STAT-13432

https://koreteam.atlassian.net/browse/STAT-21620

https://koreteam.atlassian.net/browse/STAT-21524

**By Playbook **

This includes the following metrics:

• Define clear completion criteria
• Set appropriate adherence percentage thresholds
• Configure relevant time bounds for evaluation
• Implement for process compliance

Access Playbook Metrics

Access Playbook Metrics **by navigating to **Contact Center AI > Quality AI > Configure > Evaluation Metrics > Playbook Metrics.

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By Playbook Adherence

This configures a metric based on adherence to a playbook or a specific playbook step.

Configure the following settings:

1. Select an **Evaluation Metrics Measurement Type **from the dropdown.

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1. Enter a descriptive Name for the future audit reference.
2. Select a **Playbook Name **from the dropdown list, from which the metric should evaluate adherence.
3. Select an **Adherence Type **from the dropdown. **Adherence Percentage **and **Steps **are the two options available under this.
   • Entire Playbook: Select a playbook** from the dropdown **that you want to evaluate adherence across the entire playbook.

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    * Select** Steps** if you want to evaluate adherence to specific steps of the playbook. If you select Steps, then define the following two options.
        * **Stage:** Select the stage under which the desired step for evaluation is configured.
        * **Step**: Select the desired step for adherence evaluation.

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* **Adherence Percentage:** Enter the minimum expected adherence percentage to the playbook. If adherence falls below the configured rate, this metric fails.

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1. Click **Create **to save the new metric for the playbook adherence.

Managing Evaluation Metrics

Edit Evaluation Metrics

Steps to edit or delete existing Evaluation Metrics:

1. Right-click to select any of the existing** Evaluation Metrics **(Name) to choose a type of evaluation metric measurement.

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1. Click **Edit **to update the required **Edit Evaluation Metrics **dialog box fields.

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1. Click **Delete **to remove the selected evaluation metric.
2. Click **Update **to save the changes.

By Playbook Adherence

This configures a metric based on adherence to a playbook or a specific playbook step.

Configure the following settings:

1. Select an **Evaluation Metrics Measurement Type **from the dropdown.

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1. Enter a descriptive Name for the future audit reference.
2. Select a **Playbook Name **from the dropdown list, from which the metric should evaluate adherence.
3. Select an **Adherence Type **from the dropdown. There are two options available under this.
   • Entire Playbook: Select a playbook** from the dropdown **that you want to evaluate adherence across the entire playbook.
     • Select** Steps** if you want to evaluate adherence to specific steps of the playbook. If you select Steps, then define the following two options.
       • Stage: Select the stage under which the desired step for evaluation is configured.
       • Step: Select the desired step for adherence evaluation.
   • Adherence Percentage: Enter the minimum expected adherence percentage to the playbook. If adherence falls below the configured rate, this metric fails.
4. Click **Create **to save the new metric for the Playbook Adherence.

Managing Evaluation Metrics

Edit Evaluation Metrics

Steps to edit existing Evaluation Metrics:

1. Right-click to select any of the existing** Evaluation Metrics **(Name) to choose a type of evaluation metric measurement.

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1. Click **Edit **to update the required **Edit Evaluation Metrics **dialog box fields.

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**Language Dependency Warnings**


This section outlines the limitations and dependencies associated with modifying language settings in evaluation metrics.

• You cannot remove a language if any evaluation form or attribute currently uses it.
• Remove the language from all associated evaluation forms and attributes before modifying their language settings.
• You can safely remove languages that are not linked to any forms or metrics. \

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1. Click **Update **to save the changes.

Delete Evaluation Metrics

Steps to delete existing Evaluation Metrics:

1. Right-click to select any of the existing** Evaluation Metrics **(Name).

Deletion Warnings

This section describes the warnings and prerequisites you must address before deleting a metric.

• If the metric is used in any evaluation form, the system displays a warning message.
• Remove the metric from all associated evaluation forms before you delete it.
• If any attributes are linked to the metric, assign a different metric to those attributes before proceeding with deletion.
• The system allows you to delete the metric only after resolving all dependencies.

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1. Click **Delete **to remove the selected evaluation metric.

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