Guidelines help you define and measure how well your team follows your organization’s quality standards during chat interactions. Each guideline represents a rule or best practice you want to enforce — such as “Verify customer identity before sharing account information” or “Use empathetic and respectful language.”
In AI Quality Assurance reviews, the system automatically checks each chat against your active guidelines and assigns a Guideline Compliance Score, showing how well the interaction meets your internal standards. The score combines results from all guideline categories you’ve defined and provides a clear, consistent measure of compliance across agents, departments, or review periods.
Step by Step Instructions
- Log in to your Comm100 Control Panel.
- From the left navigation pane, go to Global Settings> Guidelines.
- Click New Guideline.
- In the New Guideline drawer:
- Choose a Category (for example, Security, Compliance, or Customer Courtesy).
- Enter a Name for the guideline.
- Set the Definition to describe what the rule means and when it applies.
- Toggle on Enable if you’d like to apply the guideline right away.
- (Optional) Toggle on Auto Failure if a violation of this guideline should set the chat’s compliance score to 0, regardless of other passes.
- Click Save.
- Irrelevant guidelines are automatically skipped in AI Quality Assurance reviews and do not affect scores.
- Access to Guidelines is managed by permissions:
- View Guidelines
- Manage Guidelines
- Review and update your guidelines regularly to ensure they remain aligned with company policies, regulations, or service quality objectives.
To use Guidelines in AI Quality Assurance reviews, see this article.
Example: Soft Skills Category
| Category | Guideline | Definition |
| Soft Skills | Empathy | The agent should acknowledge customer emotions and respond with understanding and respect. Empathetic responses help defuse tension and build rapport. |
| Soft Skills | Authenticity | The agent’s tone should sound natural and personable, matching the customer’s tone when appropriate. Avoid scripted or robotic phrasing. |
| Soft Skills | Active Listening | The agent should demonstrate attentiveness by acknowledging details shared by the customer and avoiding repeated questions. |
These guidelines will appear in AI Quality Assurance review results as pass or fail outcomes, contributing to each chat’s overall Guideline Compliance Score.