Correct or replace AI-assessed Experience Level Agreement (XLA) metrics when a human review produces a more accurate result.
Some experience-level metrics are assessed by AI using the case conversation. For example, AI evaluates whether the agent demonstrated understanding, whether meaningful progress was made, and how the employee's sentiment changed throughout the case.
Although these assessments are usually accurate, you can override them when needed. You can:
- Replace the AI assessment with your own.
- Clear the AI assessment.
- Restore the AI assessment for future evaluations.
Manual overrides are always visible. The metric displays a Manually set or Manually overridden badge instead of AI assessed, and every override is recorded in the case history.
Before you begin
To override experience-level metrics, you must:
- Have the Case Manager or Case Administrator role.
- Open a case that hasn't been finalized.
Which metrics can you override?
Only AI-assessed XLA metrics support manual overrides.
| Metric | Type | Manual action |
| Time to meaningful update | Time | Set a milestone |
| Time to meaningful progress | Time | Set a milestone |
| Time to understanding | Time | Set a milestone |
| Context preserved on hand-off | Verdict | Set True or False |
| Sentiment recovery | Score | Set a score from 0–10 |
The following metrics can't be overridden because they're calculated directly from case activity:
- Time to first update
- Resolution time
- Next update time
- Close survey score
- Reopen-free resolution
- Routing precision
Open the override controls
- Open the case.
- Select the Analytics tab.
- Locate the experience-level metric you want to review.
- Select the AI assessed badge.
The details pane shows:
- The current AI assessment
- The AI reasoning
- Available override actions.
Users with the Case Audit role can also review the full AI evaluation history for the metric.
Override a verdict or score
Use this option for metrics such as Context preserved on hand-off and Sentiment recovery.
- Select Override.
- Choose the correct value.
- Select Save.
After you save:
- The metric is marked Manually set.
- The previous AI assessment remains available for comparison.
- Future AI evaluations don't overwrite your decision unless you restore the AI assessment.
Set an SLA milestone
Time-based experience metrics measure when something happened during the conversation. Instead of entering a duration manually, you identify the message where the milestone occurred.
- Open the case conversation.
- Find the message that represents the milestone.
- Open the message actions menu.
- Select Set SLA milestone.
- Choose the experience metric.
The metric is recalculated using that message as the milestone. The Analytics panel links back to the selected message so reviewers can see why it was chosen.
Selecting a different message moves the milestone. Selecting the same message again doesn't change the metric.
Clear an AI assessment
Use this option when the current AI assessment shouldn't be used, but you're not yet ready to replace it.
- Select Clear AI decision.
- Confirm the override.
After you clear the assessment:
- The metric is marked Manually overridden.
- AI no longer evaluates that metric.
- Time-based metrics continue to measure elapsed time until you set a milestone or restore the AI assessment.
Restore AI assessment
Restore the AI assessment when you want AI to evaluate the metric again.
- Select Restore AI.
The manual override is removed, and the metric is returned to AI evaluation. The next AI assessment becomes the active value.
How overrides affect analytics
Manual overrides always take precedence over AI assessments until you restore AI.
When you override a metric:
- The case history records who made the change and when.
- Previous AI assessments remain available for audit purposes.
- Compliance against the configured SLA policy is recalculated using the updated value.
- Reports and dashboards use the overridden value.