rate-conflict-detection

name	rate-conflict-detection
description	Detects escalations, conflicts, and evaluates how the agent handled them (15% weight)
version	1.0.0
author	Team

Rate Conflict Detection

Purpose

Identifies whether conflicts or escalations occurred during the call and evaluates how the agent handled them.

Weight

15% of overall score

Scoring Rubric

• 100 = No conflicts, OR conflicts were expertly de-escalated
• 75 = Minor tension handled well, no escalation
• 50 = Conflict present, partially managed
• 25 = Conflict poorly handled, escalation occurred
• 0 = Agent caused or significantly worsened the conflict