Admin
/
Office
/
AI Scorecards
/
Customer Care
Search
Customer care
Grade by Ai
Draft
Contact centers (0)
Coaching teams (0)
English
Publish
Questions
4 questions
40 points
1.
Did the agent ask for the persons name?
10 points
Yes or no
2.
Did the agent restate the purpose of the conversation?
10 points
Yes or no
3.
Was the caller's account information verified?
10 points
Yes or no
4.
Did the agent understand the nature of the caller's issue?
10 points
Yes or no
Ai Question #1
Rewrite
Translate
Response type
Yes or no
Multiple choice
Scale
Free text
Responses
1.
2.
Points
Trigger words/phrases (optional)
An improved LLM now powers Ai questions for better accuracy. Only use trigger words for exact transcript matches.
Include follow-up question based on response
Follow-up questions cannot be automated. To use this feature, change setting to Assisted by Ai
Add a comment field
Allow question to be skipped
Automatically fail entire scorecard for certain responses
Specific responses can automatically assign a 0% grade to a call
Save question as template