Call Quality Scorecard Generator

A call quality scorecard is a structured evaluation tool used by QA teams to assess the performance of call center agents -- both human and AI. It defines weighted criteria across categories like communication quality, problem resolution, process compliance, and customer experience. Each call is scored against these criteria to produce an objective quality rating that helps identify coaching opportunities and track performance trends.

Category weights should reflect what matters most for your specific operation. For customer-facing support teams, weight Customer Experience and Problem Resolution higher (20-25% each). For compliance-heavy industries like financial services or healthcare, increase Process Compliance weight (20-25%). For outbound sales teams, Communication Quality and Closing carry more weight. The total must equal 100%. Start with our defaults and adjust based on your business priorities.

Yes. The scorecard generator supports three evaluation targets: Human Agents, AI Voice Agents, or Both. When you select AI Voice Agents, the criteria remain structurally the same but the evaluation context shifts -- for example, 'active listening cues' measures whether the AI correctly identifies and responds to caller sentiment, while 'empathy and rapport' assesses the AI's tone modulation and contextual responses.

The total score is calculated by weighting each category's score according to its assigned percentage. Within each category, active criteria share points equally based on the category weight. For example, if Communication Quality has a 20% weight and 4 active criteria, each criterion is worth 5 points out of the total 100. Evaluators rate each criterion on a 4-point scale (Exceeds, Meets, Needs Improvement, Fails), and the weighted scores are summed for the final result.

The scorecard uses four quality tiers: Excellent (90-100 points) indicates consistently outstanding performance with no major gaps. Good (75-89 points) reflects solid performance with minor improvement areas. Needs Improvement (60-74 points) signals significant gaps requiring coaching or system tuning. Below Standard (under 60 points) indicates critical issues that need immediate attention. These tiers can be used for agent rankings, coaching prioritization, and AI model fine-tuning decisions.