Update Criteria

This guide describes how to use the Management API Update Criteria operation to change criteria properties by providing the criteria ID. You can replace, update, or remove individual entities, without updating the rest of the criteria.

Authentication

Before using this API, you must generate your authentication token (AUTH_TOKEN) as described in Authenticate.

Use cases

Update criteria to emphasize customer satisfaction.
Refine criteria based on evaluator feedback.
Modify criteria to prioritize seasonal call handling and to align with market trends.
Update criteria to address training needs and to evaluate personalization efforts.

Updating the criteria can be done using either PUT or PATCH methods. Following are the parameters for PUT endpoint and whereas all parameters are optional for PATCH endpoint.

Request Parameters

Parameter	Required	Description
Name	Yes	The name of the criteria being updated. It should be clear and specific to the trait being evaluated.
Checklist	Yes	An array of questions or statements that define the specific aspects of the criteria. Each item in the checklist helps in the detailed assessment of the criteria.
Question	Yes	The individual question or statement within the checklist that is used to evaluate a particular aspect of the conversation.
Priority	Yes	The importance level of the criteria or individual questions within the checklist. This helps in weighting the criteria appropriately in the overall scoring.
Description	Optional	An optional detailed explanation of the criteria, providing additional context or guidelines for its evaluation.
Tags	Optional	An optional label or tag for the criteria, useful for categorization, filtering, or organizing criteria for easier management.

Update Criteria
Updating a scorecard can be done using both PUT and PATCH endpoints.

Here is the PUT API request to update a criteria:

PUT https://api.symbl.ai/v1/manage/callscore/criteria/{criteriaId}

{
 "name": "Custom Criteria Name",
 "tags": ["tag-1", "tag-2", "tag-3"],
 "checklist": [
   { 
"question": "Was the technical issue clearly identified and resolved?", 
"priority": "high" 
   },
   { 
"question": "Did the representative confirm customer understanding?", 
"priority": "medium" 
   },
   { 
"question": "Was the representative patient and understanding?",
"priority": "low" 
   },
 ]
}

Sample Response

{  
 "name": "Custom Criteria Name",  
 "tags": ["tag-1", "tag-2", "tag-3"],  
 "id": "4782752799653888",  
 "checklist": [  
   {  
    "question": "Was the technical issue clearly identified and resolved?",  
    "priority": "high"  
       },  
       {  
    "question": "Did the representative confirm customer understanding?",  
    "priority": "medium"  
       },  
       {  
    "question": "Was the representative patient and understanding?",  
    "priority": "low"  
   },  
 ]  
}

Here is the PATCH API request to update a criteria:

PATCH https://api.symbl.ai/v1/manage/callscore/criteria/{criteriaId}

[
    {
        "op": "replace",
        "path": "/name",
        "value": "Custom criteria with PATCH"
    },
    {
        "op": "replace",
        "path": "/description",
        "value": "PATCH Operation to be performed"
    },
    {
        "op": "replace",
        "path": "/tags",
        "value": [
            "Operation"
        ]
    },
    {
        "op": "replace",
        "path": "/checklist",
        "value": [
            {
                "question": "Was the technical issue clearly identified and resolved?",
                "priority": "high"
            },
            {
                "question": "Did the representative confirm customer understanding?",
                "priority": "medium"
            }
        ]
    }
]

Sample Response

{
 "name": "Custom criteria with PATCH",
 "tags": ["Operation"],
 "description": "PATCH Operation to be performed",
 "id": "4782752799653888",
 "checklist": [
   { 
     "question": "Was the technical issue clearly identified and resolved?", 
     "priority": "high" 
   },
   { 
     "question": "Did the representative confirm customer understanding?", 
     "priority": "medium" 
   }
 ]
}