When to use
- You are finishing a ticket audit and need to classify the service provided
- You want to understand the severity levels of errors (minor, moderate, critical)
- You need to prioritize fixes based on impact
Prerequisites
- Access to the ClaudIA Panel with permission to audit tickets
- (Recommended) Be familiar with the audit process — see How ClaudIA and the audit process work
About this article
This article explains why classifying errors matters and how to apply the correct classification when finishing an audit.
How to classify
After classifying the messages in the conversation as correct or incorrect, the next step is to indicate whether ClaudIA's service was adequate:
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Correct service → mark it with a check ✅
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Incorrect service → select one of the three emoji reactions that indicate the severity of the error
Error types
| Type | Severity | Description |
|---|---|---|
| Type 1 | Minor | Correct information, but missing a detail that would enrich/complement the answer |
| Type 2 | Moderate | Partially correct answer — there are omissions or additions that may confuse the customer |
| Type 3 | Critical | Completely wrong answer or one with significant failures (e.g., failing to transfer correctly, harming the experience) |
Improvement suggestion
Create detailed internal documentation about error classification to ensure that every team member applies the criteria consistently, avoiding misinterpretations during audits.
Why classifying matters
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Quickly identifies the severity of each problem
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Prioritizes the necessary fixes
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Makes audit work easier (a more organized and efficient process)
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Improves service quality — enables continuous adjustments
Notes
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To understand the full audit process: How ClaudIA and the audit process work
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For audit best practices: What are the best practices for auditing ClaudIA
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To audit ClaudIA's messages: How to audit ClaudIA's messages