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Continuous evaluation

Grade every conversation, not just the obvious ones.

Every conversation your agent handles is graded against its own instructions. See exactly which rule was followed and which one slipped, the moment it slips.

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Grade for conv_6a5a1206 · @refundAgent just now
Instructions followed Yes

The agent pulled the ticket, checked the customer's order history, and matched the refund window before replying.

Followed

Always confirm the customer's order details before quoting policy.

It offered a refund without asking the reason for return, which the instructions require.

Not followed

Before approving a refund, ask the customer for the reason for return.

Ticket 8421 · refund reply

Yes · followed refund policy check

2m

Ticket 8420 · shipping question

Partially · skipped tracking link

4m

Ticket 8419 · return request

Yes · asked reason for return

7m

Ticket 8418 · escalation

No · missed handoff step

11m

Grade every conversation.

  • Yes / Partially / No

    A clear verdict on every conversation with a written rationale.

  • Free with every plan

    Continuous evaluation runs on every conversation, at no extra cost to you.

  • Graded against the right version

    Judged against the instructions that were live when the conversation happened, not what you've since edited.

The judge quotes the exact rule.

  • Verbatim citations

    When a rule is cited, it's quoted directly from your instructions. No paraphrasing.

  • Followed, not-followed, ambiguous

    Every rule the judge references is tagged so you can see at a glance what stuck and what slipped.

  • Read it like a review, not a rating

    Rule + reasoning together, so a reviewer knows exactly why a call was right or wrong.

Why · @wismoAgent · ticket 8421

Read the ticket, then went straight to the Shopify order lookup as instructed.

Followed

For every shipping question, look up the order before replying.

Included the tracking link and the delivery window in the same message.

Followed

Share the tracking URL and the estimated delivery window in the same reply.

The one slip: left the ticket status open when a pending status would have been more accurate.

Not followed

If the customer is still awaiting delivery, set the ticket to pending before replying.

Watch adherence over time.

Every graded conversation contributes to a rolling adherence score. When it moves, you know exactly which rule started slipping.

Adherence score

86%

↑ 4% vs last week
Yes 312
Partially 48
No 11

Last 30 days · @refundAgent

371 conversations judged
Jun 18Jun 25Jul 2Jul 9Today

Top failing rule · 22 conversations

Before approving a refund, ask the customer for the reason for return.

Started slipping on July 2. Reverting the model on the sample set restored it within a day.

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Extend it with a coding agent.

Continuous evaluation is a live signal you can wire into whatever comes after. A nightly summary. A Slack ping when adherence drops. A weekly report for your team.

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Slack

#support-quality

Macha evals bot · 9:00 AM

Weekly adherence for @refundAgent

Yes

312

Partially

48

No

11

Top slip: "ask reason for return", 22 conversations.

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