Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Agent |
One question on a scorecard. Whether it can be answered from the transcript decides whether it works.
What a category is
A single question about the conversation, with a scale and guidance on what each score means. Several categories together make a scorecard.
The test: can you point at the evidence
"Did the agent confirm the issue before answering?" can be checked against the text. "Was the agent professional?" cannot, and two reviewers will score it differently every time.
If a category cannot be evidenced, it produces disagreement rather than measurement.
Categories worth having
- Was the answer correct? The one that matters most and is often left off.
- Was the issue understood before answering?
- Was the reply clear and complete?
- Was the process followed where one exists?
- Was the tone right for the situation?
Manual and automatic
Some categories can be scored automatically: whether a greeting was used, whether spelling was clean. Those free reviewer attention for the judgement calls.
Correctness and understanding stay manual, because they need somebody who knows the subject.
Write the guidance
What a pass looks like, what a fail looks like, with an example of each. That text is what keeps reviewers aligned and what an agent reads when they disagree.
Critical categories
One or two, where a failure invalidates the interaction: wrong information, a policy breach. Marking many categories critical means none of them carry weight.
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