Views
Switch between views from the view menu in the page header:- List View
- Board View
A table grouped by status with collapsible sections. Each row shows:
| Column | Description |
|---|---|
| Severity | Icon indicating the severity level |
| ID | Short identifier for the issue |
| Status | Current status icon |
| Title | Issue title |
| Agent | Agent avatar and name |
| Tags | First tag displayed as a badge |
| Assignee | Assigned team member, or unassigned |
Filtering and Search
Use the page header to search issue titles and descriptions. Use the assignee chips to switch between All issues, My issues, and Unassigned.Creating Issues
You can create an issue in three ways:Manual Creation
Click New Issue and fill in the title, description, agent, severity, tags, and optional assignee.From a Flagged Conversation
When you flag a conversation or message, you are prompted to create a quality issue linked to that specific interaction. The platform automatically attaches the conversation context.AI Issue Creation
When creating an issue from a flagged conversation, enable AI Issue Creation to let AI analyze the conversation and suggest:- Title — A concise summary of the problem
- Description — What went wrong in the conversation
- Tags — Suggested issue type (e.g.,
wrong-information,missed-intent,tone-issue,knowledge-gap) - Severity — Recommended severity level based on impact
- Assignee — Suggested team member based on the issue type
Issue Statuses
Every issue progresses through three statuses:| Status | Description |
|---|---|
| Todo | Created and awaiting triage or action. All new issues start here. |
| In Progress | A team member is actively working on the issue. |
| Done | Your team resolved the issue. |
Severity Levels
| Severity | When to Use |
|---|---|
| Critical | Immediate attention needed — compliance violations, consistently wrong information, failed transfers |
| High | Significant impact on customer experience or business outcomes |
| Medium | Noticeable quality concern that should be addressed soon |
| Low | Minor issue or improvement opportunity |
Issue Tags
Tags categorize the type of problem. Common tags include:| Tag | Description |
|---|---|
wrong-information | Agent provided incorrect facts or data |
missed-intent | Agent failed to understand what the caller wanted |
tone-issue | Agent’s tone was inappropriate for the situation |
goal-failure | Agent failed to achieve its conversation goal |
hallucination | Agent made up information not in its knowledge base |
handoff-failure | Transfer to a human agent failed or the agent mishandled it |
knowledge-gap | Agent lacked information needed to answer the question |
off-topic | Agent’s response was off-topic or irrelevant |
formatting | Response formatting or presentation issue |
prompt-issue | The agent’s prompt caused undesired behavior |
Issue Detail View
Click any issue to open the full detail view.Main Content
- Title — Issue summary
- Description — Detailed explanation of what went wrong
- Expected Behavior — What the agent should have done instead, when provided
- Conversation Link — Direct link to the related conversation, when the issue was created from a conversation
- Parent Issue — Link to a parent issue if this is a sub-issue
- Sub-issues — Child issues broken down from this one
- Linked Issues — Related issues connected for cross-referencing
Activity Timeline
A chronological log of everything that has happened on the issue — status changes, comments, assignments, and edits. Add comments using the input at the bottom (submit with Cmd+Enter).Sidebar Properties
The sidebar displays and allows editing of issue properties:| Property | Description |
|---|---|
| Status | Todo, In Progress, or Done |
| Severity | Critical, High, Medium, or Low |
| Assignee | Team member responsible for the issue |
| Agent | The agent associated with the issue |
| Tags | Editable list of tags |
| Created | When the issue was created |
Keyboard Shortcuts
Use keyboard shortcuts in the detail view for fast triage:| Shortcut | Action |
|---|---|
| S, then 1/2/3 | Set status to Todo / In Progress / Done |
| P, then 1/2/3/4 | Set severity to Low / Medium / High / Critical |
| A, then 0–9 | Clear assignee or assign to a team member |
Resolution Types
When marking an issue as done, select a resolution type to categorize what was fixed:| Resolution Type | Description |
|---|---|
| Prompt Update | You updated the agent prompt |
| Knowledge Update | You added or corrected knowledge base content |
| Settings Change | You adjusted the agent configuration |
| Guard Rail Added | You added a guardrail to prevent the behavior |
| Test Case Created | You added a test case to catch future regressions |
| Dismissed (Edge Case) | You dismissed the issue as an edge case |
| Other | Resolution does not fit other categories |
Next Steps
Quality Studio Dashboard
Monitor trends, breakdowns, and agent health metrics
Conversation Detail
Review conversations and flag problematic responses
Agent Editor
Update your agent’s prompt, knowledge, and settings
Prompt Engineering
Improve your agent’s prompt with advanced techniques