Creating Scorecards

To create a new scorecard, navigate to Tools > Scorecards and click New Scorecard in the top right.

Start by filling in the basic details:

• Name — A clear, descriptive name for the scorecard (e.g. "Technical Support Quality", "Compliance Evaluation"). This is what evaluators will see when selecting a scorecard.

• Description — Optional context about when and how to use this scorecard. This is only visible to admins and is useful for documenting the purpose when you have multiple scorecards.

• Pass Rate — The minimum score percentage a reviewee must achieve for the evaluation to pass. The pass score is calculated automatically as the pass rate multiplied by the max score (e.g. 80% pass rate × 80 max score = 64 points needed to pass).

As a general guide:

• 50–60% — Lenient, suitable for training periods or new processes

• 70–80% — Standard, balances quality expectations with realistic performance

• 85–95% — Strict, appropriate for compliance-critical or mature quality programs

Adding Criteria

Select individual criteria or entire groups to add them to the scorecard. Criteria in the same group will appear together.

For each criterion, you can see whether AutoQA is enabled, whether it's marked as critical or soft, and the max score per group. The total max score is the sum of all criteria's maximum scores (soft criteria are excluded from this calculation).

You can reorder criteria within the scorecard by dragging and dropping them using the drag handle. This controls the order they appear during evaluations. To remove a criterion from the scorecard, click the delete icon next to it — this only removes it from the scorecard and does not delete the criterion itself.

Weights

By default, each criterion contributes its raw score to the evaluation total. You can adjust this using weights, which multiply the score a reviewee receives for a specific criterion.

For example, if a criterion has a max score of 10 and you set its weight to 2, its effective max score becomes 20. This means failing that criterion will have a greater impact on the overall evaluation.

Weights are useful in two scenarios:

• Reusing criteria across scorecards — Instead of duplicating a criterion and adjusting its ratings for each scorecard, you can reuse the same criterion and simply adjust the weight per scorecard.

• Critical criteria without score impact — Set the weight to zero on a critical criterion so it doesn't contribute to the final score when passed, but still fails the entire evaluation to 0% if the lowest rating is given.

Custom Fields

Optionally, select custom fields to include in the scorecard. Custom fields with AutoQA enabled will be automatically populated during evaluations. They don't affect the evaluation score but allow you to collect structured metadata alongside your evaluations for richer reporting and analysis.

Click Submit to save your scorecard. Any updates to a scorecard — such as adding, removing, or adjusting criteria — will take effect immediately across all workloads and evaluations that use it.

Best Practices

• Group related criteria together for a logical evaluation flow.

• Include a mix of critical, standard, and soft criteria for balanced assessments.

• Order criteria by importance or by the natural flow of a ticket conversation.

• Ensure the combined max score and pass rate create achievable but meaningful standards.

• Use weights sparingly and only when you have a clear reason to adjust scoring impact.

• Create different scorecards for different channels, teams, or training stages rather than using one for everything.

• Start with achievable pass rates and gradually increase as quality improves.

• Use soft criteria to pilot new standards before making them standard.