Agent Scorecards let you define evaluation criteria at the individual agent level based on performance areas such as salesmanship and product knowledge. Each scorecard combines evaluation metrics into agent attributes. During call transfers, the system evaluates agents against all assigned scorecards — you can assign multiple scorecards per agent.
To view Agent Scorecards and Agent Attributes, enable the Agent Scorecards toggle in Quality AI > Settings.
| Permission | Description |
|---|
| Full access | Create, edit, and manage scorecards and attributes |
| No access | Cannot create or edit scorecards and attributes |
| View only | Read existing scorecards and attributes, no edits |
Access Agent Scorecards
Navigate to Quality AI > CONFIGURE > Agent Score Cards.
Create a New Agent Scorecard
Navigate to Quality AI > CONFIGURE > Agent Score Cards.
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Select + New Agent Score Card.
Settings
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Select the Settings tab in the Add New Agent Score Card panel.
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Enter a Name for the scorecard.
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Enter an optional Description.
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Enable Mark as Default to assign this scorecard to all agents. Set the pass score (default: 40).
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.
Agent Attributes
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Select the Agent Attributes tab.
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Search and select one or more agent attributes.
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Select Add Agent Attributes.
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Assign a Weight to each selected attribute.
If the scorecard is set as default, the agent leaderboard and dashboard display scores based on that scorecard.
Assignments
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Select the Assignments tab.
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Search for agents and select Add Agents to assign them to the scorecard.
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Search for agent groups and select Add Groups to assign at the group level.
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Select Create. Enable the status toggle to activate agent-level scoring.
If a scorecard is set as default, the Assignments section is hidden and the scorecard is automatically assigned to all agents in the user’s queues.
| Column | Description |
|---|
| Name | Agent or agent group name |
| Agent Attributes | Attribute assigned to the scorecard |
| Assignee | User who assigned the scorecard |
| Created By | User who created the scorecard |
| Pass Score | Minimum score required to pass |
| Status | Active or inactive |
Edit an Agent Scorecard
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Select the scorecard and click the vertical ellipsis (⋮).
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Select Edit.
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Update the Settings, Agent Attributes, or Assignments as needed.
If you enable the default toggle on another scorecard, the system replaces the current default after confirmation.
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Select Update to save.
Delete an Agent Scorecard
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Select the scorecard and click the vertical ellipsis (⋮).
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Select Delete.
You cannot delete the default scorecard. Assign another scorecard as default first. Deleting a scorecard removes all associated data.
Agent Attributes
Agent Attributes define specific performance areas for agents — such as Professionalism, Product Knowledge, or Problem-Solving — by combining evaluation metrics. The system calculates an attribute score from the associated metric results.
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.
- Search for and select evaluation metrics using Add Evaluation Metrics.
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Select Create.
The attribute list shows:
| Column | Description |
|---|
| Name | Attribute name |
| Description | Optional description |
| Score Card | Status of all linked scorecards |
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.
Delete an Agent Attribute
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Select the attribute and click the vertical ellipsis (⋮).
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Select Delete.
You cannot delete an attribute that is assigned to a scorecard. Remove it from all scorecards first. Deleting an attribute removes all associated data.
