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The Trigger is the entry point of every flow. It is mandatory and unique — each flow can only contain one Trigger.
It defines the scope of the analysis: which agents or teams are covered, and which data elements feed into the flow. From the Trigger, you can select specific agents or teams, and apply filters on your data (channel, period, language, conversation type…).
Criteria are the evaluation blocks of the flow. Each Criterion asks the AI a question about the content of a conversation and generates a score.
They work the same way as in the Quality Monitoring module: you define a title, an instruction prompt for the AI, and a scoring system (Yes/No, numeric scale, or performance level). You can add as many as needed in your flow.
Conditions filter the flow of analysis along the way. They work in two modes:
and/or condition groups.The Quality Monitoring block aggregates scores from multiple Criteria into a single weighted quality score. For each included Criterion, you define a weight (the total must equal 100). For level-type criteria, you can assign a custom score to each option.
The Alert block sends an email notification when reached in the flow. Configure the recipients, subject, and body in Markdown. You can dynamically insert upstream Criterion values using the {{variable}} syntax — autocomplete guides you as you type.
A Grid Studio flow is built from three types of components: the Trigger, Criteria, and Conditions. Each component plays a specific role in the analysis logic.
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