You can setup and track a custom evaluation for your workflow creating a custom evaluation. The idea is to create a custom rubric to grade the conversation, and then track the results of that rubric over time to identify trends and issues.

After setting up your workflow. Headover to evaluations:

Then click “New Evaluation”:

Then follow the prompts to create your evaluation.

Remember you can always edit your evaluation later by clicking “All Evaluations” instead.