Create an AutoAssessment Template in Mission Control

AutoAssessment templates let you configure how Mission Control automatically evaluates calls using a defined set of questions and answer options. You can use these templates to standardize automated reviews, apply scoring logic, and define compliance-related outcomes.

To create a new template, go to:

Org Settings → Templates → AutoAssessment

From there, click Create New Template.

When setting up a new AutoAssessment template, there are a few key settings to define.

You can choose whether to enable scoring for the template.

Enabling Scoring allows you to assign scores to specific answer types and set compliance threshold values for submitted assessments that use this template.

This is useful when you want submitted assessments to contribute to an overall score or compliance result.

You can also enable the template for AutoAssessment.

When enabled, this template can be used for automatic call assessments. You can then define the Priority and Teams to control when the template should be triggered.

Set a priority value for the template to determine which template should run first if more than one template could apply.

Lower number = higher priority

For example, a template with priority 0 will take precedence over a template with priority 1.

Once your template is created, you can begin adding questions.

Each question contains several parts that help Mission Control understand how to evaluate the call.

Question- This is the name of the question. Use a clear title that describes what should be evaluated.

Question Explanation - This is the autoevaluation prompt. It helps Mission Control understand how to evaluate the call and should guide it on how to choose between the available answer options. This is where you should explain what each option means and what Mission Control should listen for or look for in the interaction.

Options - These are the available answers that Mission Control can select when evaluating the call. For each option, you can define the answer text and, if scoring is enabled, assign a point value.

You can mark an answer option as Auto Fail.

Marking an answer as Auto Fail will trigger an automatic failure of the entire assessment upon selection during review, due to the critical impact on quality and compliance standards this question has.

This is best used for issues that should always fail the assessment if identified.

You can add a Not Applicable answer to a question.

A Not Applicable answer option allows the reviewer to mark the question as not applicable to the review. Questions marked this way do not count toward the total assessment score.

This is useful for questions that may only apply in certain call types or scenarios.

To get the best results from AutoAssessment templates: