Criteria
Overview
Section titled “Overview”A criterion is a question you want answered on every conversation — for example, “Did the agent offer a follow-up meeting?” or “Which competitor did the client mention?”. Aelo asks it of each conversation in the criterion’s scope, once the conversation is transcribed and categorized — in its own step, separate from the analysis, so an answer does not depend on the analysis succeeding — and stores the answer with the conversation.
Not the same as evaluation profiles. A profile is the scorecard Aelo applies to a whole category of conversations, with its own set of metrics. A criterion is one question asked of every conversation, answered separately from the profile.
Criteria are included in every plan, up to the plan’s criteria limit. Answering them is part of the analysis and is covered by the per-minute price — there is no separate charge.
Answer Types
Section titled “Answer Types”| Type | What the answer is |
|---|---|
| Yes / no | Whether something happened. You choose what is looked for: that it happened, or that it did not happen (useful for “the agent never named the price”). |
| Score 0–100 | A score for how well something was done. |
| Choice from a list | One of your values — up to 10 active ones. Not found in the conversation is always added on its own. Mark a value Needs a quote when it must be backed by the conversation. |
An answer that points at something in the conversation comes with a verbatim quote. The answer type cannot be changed after the criterion is created — create a new criterion instead.
Creating a Criterion
Section titled “Creating a Criterion”Open Analysis Setup → Criteria in the main menu. Only the organization owner (Client) creates and changes criteria; an Admin sees the list read-only.
| Field | Limit | Tip |
|---|---|---|
| Name | 60 characters | Short — it is shown in filters and reports. |
| Question to the conversation | 300 characters | One question, one thing to check. |
| What counts — and what does not | 800 characters | Optional. Exclusions are the main lever of accuracy: say what must not count. |
Where It Applies
Section titled “Where It Applies”A criterion can be limited by conversation category, by project and by channel (calls, chats). Nothing selected means everywhere. The criterion is not asked of a conversation outside its scope. An answer saved earlier stays visible even when the conversation is no longer in scope — for example, after the scope was narrowed or the conversation was re-categorized.
Try the Wording on Recent Calls
Section titled “Try the Wording on Recent Calls”Before saving, press Check on 20 calls: the current wording — not the saved one — is put to the last 20 analyzed conversations in the criterion’s scope, and you see each answer — with a quote when the answer points to a moment in the conversation. Nothing is saved, and the check is not charged to your balance. Checks are limited per organization — up to 20 a day on paid plans and 3 a day on the free plan (Pay as you go); when the limit is reached, try again later.
Where Answers Appear
Section titled “Where Answers Appear”- Call panel — a Criteria group in the analysis panel. Each criterion shows its answer, or one of three states: Not found in the call, Not applicable (the model judged that the question does not apply to this conversation), Not evaluated (the criterion is active and covers the conversation, but there is no answer — for example, the evaluation failed or the criterion was paused at the time). A paused or archived criterion with no answer is not shown; as a rule, neither is a criterion created after the conversation was processed. A quote plays that moment of the recording.
- PDF report — the same answers in the exported report.
- Call list filter — the Criteria section of the filters: up to three conditions, all of which must match — triggered or did not trigger, a score range, or list values (archived values and “not found in the conversation” included). The filter stays within the calls you can already see.
- Dashboard → Criteria tab — on the Client and Supervisor dashboards. For the selected period, every criterion with its counts: Evaluated, Not applicable, No answer (the model could not answer with confidence) and Not evaluated (analyzed calls created after the criterion appeared and within its current scope that have no result for it, the time it was paused included; not counted while the criterion is paused or archived), the date the criterion took effect and the dates its wording changed. This count includes only calls created after the criterion appeared, so more calls can show Not evaluated in their panels. Open a criterion to see it by day or week, the distribution of its answers and a table by manager. An answer in the distribution, a number in the table by manager and, for yes/no and score criteria, a bar of the trend open the calls behind them. A supervisor sees their own projects.
Criteria are answered while a conversation is processed. Re-analyze in the call panel does not ask them again, so it adds no answers for criteria created or reworded later; neither does Reprocess of a conversation whose processing completed. Reprocess of a conversation whose processing or delivery failed runs the processing again, criteria included, once analysis runs for it (Automatic mode or a manual start).
Editing, Pausing and Archiving
Section titled “Editing, Pausing and Archiving”- Name and the labels of list values can be changed at any time.
- Changing the question, what counts, what we look for, or the set of list values is a change of wording: answers before and after it are not strictly comparable. The Criteria tab shows the date of the change; calls before and after it are counted together.
- Pause stops the criterion from being asked of new conversations; Resume brings it back. A paused criterion still counts toward the plan limit.
- Archive retires a criterion for good. Its past answers stay in the call panel and remain available in the filter, and it no longer counts toward the plan limit.
- A list value is never deleted, only archived, so past answers keep their meaning.
Limits by Plan
Section titled “Limits by Plan”| Plan | Criteria |
|---|---|
| Free (Pay as you go) | 5 |
| Starter | 5 |
| Pro | 10 |
| Business | 15 |
| Scale | 20 |
| Enterprise | 30 |
The limit counts your own criteria that are not archived. Moving to a smaller plan does not switch off criteria you already have — it only stops new ones from being created until you are under the new limit.
Bitrix24
Section titled “Bitrix24”Criteria are created and edited in the Aelo web app. The embedded Bitrix24 app does not show the Criteria tab of the dashboard yet.
The criterion’s question and guidance are sent to the AI model together with the PII-redacted transcript, the same way the analysis itself is. Quotes are taken from the redacted transcript. Answers are deleted together with the conversation — including when it is removed by the retention period. See Privacy and PII.