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AI evaluator summary
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01
Overview
% Green = share of a vendor's cases that hit the quality bar (doc quality ≥ 75).
02
Repeated issues
Cases reopened or re-contacted for the same issue, and the single most common root cause behind those repeat contacts.
Reopen rate
Top recurring root cause
03
Quality trend
Trend — all vendors
Quality mix
Share of cases Green / Amber / Red
04
Quality by category
Avg doc quality score per vendor, by case category.
| Category |
|---|
Vendor scorecard
| Vendor | % Green | Avg Doc Q | Trend | Escalation % | Reopen % | Status |
|---|
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Dashboard
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Evaluation Criteria
Define the rubric used to score resolution documents
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Golden Articles
Evaluated resolution documents with a quality score ≥ 80 (Green). Flag the strongest pieces to generate a consolidated golden article.
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Knowledge Library
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AI-ready Library
Machine-readable documents for the Intelligence layer, generated from the published Knowledge Library.
One document per issue type, with front matter, tier, expected tools, guardrails, tests and provenance. Open a tile to see the Markdown file and its readable preview.
One document per issue type, with front matter, tier, expected tools, guardrails, tests and provenance. Open a tile to see the Markdown file and its readable preview.
Knowledge Library
The centralized documents every self-service agent retrieves from.