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Support Agent Quality Checklist

A quality checklist for support AI agents covering triage accuracy, escalation safety, response quality, and SLA reliability.

Support Agent Quality Checklist cover image
Use case: Support AI quality assurance
Support Agent Quality Checklist inline image

Checklist intent#

This checklist helps support leaders verify that AI-assisted support workflows are safe, accurate, and SLA-aligned before and after production rollout.

Core quality checklist#

  1. Classification accuracy tested across top 5 ticket intents.
  2. Urgency assignment validated against severity policy.
  3. Escalation routing confirmed for legal, billing, and outage scenarios.
  4. Response tone consistency checked against brand guidelines.
  5. Policy citation quality verified for refund and account actions.

SLA and reliability checklist#

  1. SLA targets attached to all routed tickets.
  2. Breach-risk alerts configured and tested.
  3. Fallback queue enabled for low-confidence cases.
  4. Retry and failure logging active for integration outages.
  5. On-call ownership assigned for critical incidents.

Governance checklist#

  1. Approval boundaries documented for sensitive responses.
  2. Audit logs retained for decision traceability.
  3. Prompt and rule versions tracked in change log.
  4. Monthly policy review cadence established.
  5. Customer-impact review process in place for major incidents.

Copy-ready checklist template#

[ ] Intent accuracy benchmark passed
[ ] Urgency model calibrated
[ ] Escalation matrix tested
[ ] SLA timer logic verified
[ ] Low-confidence fallback enabled
[ ] Policy citation checks passed
[ ] Audit log retention confirmed
[ ] Incident ownership assigned
[ ] Change log procedure documented
[ ] Monthly QA review scheduled

FAQ#

How often should QA be repeated after launch?#

Weekly during first month, then biweekly or monthly depending on ticket volume and model change frequency.

Which quality metric is most predictive?#

Escalation precision is usually the best early signal because routing errors quickly affect SLA and customer trust.

Can this checklist be automated?#

Many checks can be automated, but policy and tone reviews still need periodic human sampling.

Tags:
checklistsupportquality assurancesla
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