Agent Scorecards evaluate individual agents’ performance across voice and chat interactions using configurable, attribute-based metrics linked to key areas such as sales proficiency, compliance, and product expertise. This supports multilingual evaluations, assigns scorecards by contact direction (inbound or outbound), applies channel-specific rules, and supports negative weight penalties, fatal criteria scoring, and versioned configurations.
You can set a minimum duration threshold to exclude short or incomplete contacts from AutoQA scoring and quality metrics. Supervisors can track automated and manual audit outcomes across dashboards, reports, and APIs, ensuring accurate and consistent performance evaluation across all contact flows.
Key Capabilities
- Individual Assessment: Each agent receives evaluations based on applicable scorecards during call transfers.
- Direction-aware Assignment: Assign separate scorecards for Inbound and Outbound contacts to evaluate each direction against relevant criteria.
- Multiple Evaluations: Agents are assessed using multiple scorecards per interaction.
- Multilingual Support: Attributes and scorecards support multilingual evaluations for diverse interactions.
- Negative Weight Scoring: Apply negative weights to key metric results to highlight their significance and impact on agent scores.
- Fatal Criteria Parameters: Mark non-compliance metrics as fatal, resulting in a zero score for the interaction.
- Minimum Duration Threshold: Exclude contacts that fall below a configured duration from AutoQA scoring.
- Enterprise Quality Monitoring: Supports advanced enterprise scoring, reporting, and audit workflows.
Access Agent Scorecards
Navigate to Quality AI > CONFIGURE > Agent Score Cards.
To view Agent Scorecards and Agent Attributes, enable the Agent Scorecards toggle in Quality AI > Settings > Quality AI Configuration Settings.
Permission Types
Supervisors can have one of three permission levels for agent scorecards:
| Permission | Description |
|---|
| Full Access | Create, edit, and manage scorecards and attributes. |
| No Access | Can’t create or edit scorecards and attributes. |
| View Only | Read existing scorecards and attributes, no edits. |
Create a New Agent Scorecard
Creating an agent scorecard involves the following three sections:
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Select + New Agent Score Card.
There must always be an active default scorecard. The first scorecard you create is automatically set as default. To disable the default toggle, you must first assign another scorecard as default.
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By default, the Settings tab is displayed.
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Enter a Name for the scorecard.
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Enter a short optional Description.
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Select the Call Direction to define applicable interactions—Inbound, Outbound, or Both.
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Select the required Languages from the drop-down to load the associated evaluation metrics and attributes.
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(Optional) Turn on to Set the minimum duration required to complete evaluations.
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Enter a threshold value in minutes (MIN) and seconds (SEC).
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Set the minimum Pass Score required for agents.
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Select Next.
There must always be an active default scorecard. The first scorecard you create is automatically set as default. To disable the default toggle, you must first assign another scorecard as default.
Select and configure attributes that define agent performance scoring.
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Search for the relevant agent attributes name.
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Select Agent Attributes to add them to the scorecard.
Only attributes matching the selected languages are shown. Each attribute contributes proportionally to the final score. The Next button is enabled only when total weightage equals 100%.
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Select Add Agent Attributes.
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Assign a Weightage to each selected attribute.
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Select Next.
Only attributes matching the selected languages are shown. Each attribute contributes proportionally to the final score. The Next button is enabled only when total weightage equals 100%.
Assign the scorecard to agents and agent groups.
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Search and select agents or agent groups, and configure contact direction-based assignment.
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Select Add Agents and Add Groups to include them in the scorecard.
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Select Create to assign them to a relevant queue and activate agent-level scoring.
Agent Scorecard Elements
The Agent Scorecards elements list displays the following columns for each scorecard:
- Name: Name of the agent scorecard.
- Agent Attribute: List of performance attributes assigned to the scorecard.
- Assignee: Agents or agent groups assigned to the scorecard.
- Created By: Name of the user who created the scorecard.
- Pass Score: Minimum score threshold required for an agent to pass.
- Status: Indicates whether the scorecard is Active or Inactive.
- Search: Search for agent scorecards by name.
How Minimum Duration Threshold Works
The minimum duration threshold determines the shortest interaction that qualifies for AutoQA scoring.
| Contact Duration | Status Assigned | Result |
|---|
| Meets or exceeds threshold | — | Evaluated normally. |
| Falls below threshold | Below Threshold | Excluded from scoring and quality metrics. |
| Duration unresolved | Duration unavailable | Excluded from evaluation. |
Duration Calculation by Channel
| Channel | Duration Measured As |
|---|
| Voice | Full call duration, including hold time. |
| Chat | Time between the first and last message timestamps. |
| Quality AI Express (FTP) | Based on the start_time and end_time fields. |
Threshold changes apply only to new contacts after the scorecard is saved. Disabling the threshold evaluates all contacts.
Manual Override
Supervisors with the appropriate permissions can manually evaluate contacts flagged as Below Threshold or Duration Unavailable. The system includes these manually evaluated contacts in quality metrics as normal
Versioning Behavior
The system versions threshold settings per scorecard. Updates apply only to contacts ingested after saving the scorecard. Historical contacts continue to use the previous threshold configuration.
Pass Score Logic
- Pass: Score ≥ Pass Score
- Fail: Score < Pass Score.
Total attribute weight must equal 100%.
Manage Agent Scorecards
Edit an Agent Scorecard
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Select the vertical ellipse (⋮) on any existing scorecard.
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Select Edit.
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Update the Settings, Agent Attributes, or Assignments as needed.
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Select Update to save.
Delete an Agent Scorecard
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Select the vertical ellipse (⋮) on any existing scorecard.
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Delete attributes only if they are unassigned; otherwise, remove associated scorecards first.
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Select Delete to permanently remove the selected agent scorecard.
You cannot delete the default scorecard. Assign another scorecard as default first. Deleting a scorecard removes all associated data.
Delete Agent Scorecard
When you delete an agent scorecard, you permanently lose all data linked to that scorecard, and you cannot recover it.
Delete Default Scorecard
You cannot delete the default scorecard directly. Before deleting any default scorecard, you must assign another scorecard as the default before deleting the current scorecard. Otherwise, the system displays a warning dialog.
Language Configuration Warnings
Adding Languages
A warning appears if a new language is not configured for existing metrics or attributes. You must configure metrics for that language first.
Deleting Languages
You can’t remove any languages linked to active scorecards or attributes until you clear those links. The system allows language modification only for attributes configured for the selected languages.
Agent Attributes
This feature generates agent attributes by aggregating evaluation metrics to calculate an Agent Attribute Score, which highlights critical performance areas such as Professionalism and Product Knowledge. The system derives the score from evaluation metric data and filters the displayed attributes according to the scorecard’s language.
Access Agent Attributes
Navigate to Quality AI > CONFIGURE > Agent Attributes.
Create a New Agent Attribute
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Select Agent Attributes > + New Agent Attribute.
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In the Add New Agent Attribute panel:
- Enter a Name.
- Enter an optional Description.
- Select a target Language to load the associated evaluation metrics and attributes.
- Search for and select evaluation metrics using Add Evaluation Metrics.
Add Evaluation Metrics
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Select Add Evaluation Metric to assign the selected metrics to the agent attribute.
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Add Total Positive Weightage cumulative score percentage.
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Add Total Nehative Weightage cumulative score percentage.
Add Metric Configuration
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Define the overall Weightage of the metric.
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Assign a percentage value for each Outcome (for example, Yes or No).
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Select a correct Response for the evaluated outcome.
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Enable to mark the metric Fatal Error (if it is a critical failure condition).
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Select Create.
Agent Attributes Elements
Each agent attribute displays the following elements list:
| Column | Description |
|---|
| Name | Attribute name |
| Description | Optional description |
| Score Card | Status of all linked scorecards |
Manage Agent Attributes
Edit an Agent Attribute
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Select the attribute and click the vertical ellipsis (⋮).
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Select Edit.
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Update the evaluation metrics, and select Update.
Language Update Warnings
Adding A New Language
A warning appears if the new language isn’t configured for the current by-question metrics. Configure the new language on the listed metrics or select a language that supports the metrics.
Deleting A Language
The system displays a warning if the language is in use in other scorecards. Remove the language configuration from all associated scorecards before deleting it. The system blocks deletion if the language is still in use.
Only scorecards for the selected languages appear. You can remove or delete languages not linked to any scorecards.
Delete an Agent Attribute
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Select the three-dot (⋮) menu on the attribute you want to delete.
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Select Delete and confirm the action in the warning dialog.
Agent Attribute Deletion Warnings
| Scenario | Behavior |
|---|
| Deleting any attribute | All data linked to the attribute is permanently deleted and cannot be recovered |
| Deleting an assigned attribute | You can’t delete an attribute assigned to a scorecard. Remove it from the scorecard first |
| Eligible for deletion | Only unassigned agent attributes can be deleted |
You can’t delete an attribute that is assigned to a scorecard. Remove it from all scorecards first. Deleting an attribute removes all associated data.
