Scorecards

A scorecard is the list of questions the QA Bot asks about every call, and how much each answer is worth.

What an item holds

Part	What it means
Question	The short label shown on a review
Weight	Points it is worth. All weights on a card must add up to exactly 100
How serious if it fails	Critical, Major or Minor
Who decides	A rule (a fixed check) or Judgement (an AI reads the call)
What good looks like	A plain description. The judge uses it
When does it not apply	Judgement items only. The judge answers Not applicable in this case

A card also has a name, a description, an “Applies to” setting (Any stage, The first call (fronter), The verification call (verifier)) and a Pass mark from 0 to 100.

Severity changes the rule, not just the label. One failed Critical item fails the whole call whatever the score. Major and Minor items only cost their weight.

Rules you can pick

The rule list is fixed: said the call is recorded, said it is an AI when asked, did not re-ask an answered question, stopped when asked the first time, did not repeat sensitive numbers, ended the call after saying goodbye, no long silence, and did not talk over the person (an estimate).

The starter card

New workspaces get “Medicare call QA”, version 1, with a pass mark of 80 and 13 items. Seven are rule checks and six are judgement checks. Six items are Critical: Said it is an AI when asked, Never claimed to be human, Honoured stop or not interested the first time, No pressure or guarantees, Obtained agreement before transferring, and Did not repeat sensitive numbers.

Versions

Saving a change does not edit the old card. It creates the next version and retires the old one. Reviews keep the version they were scored with, so old scores never change meaning. Retired versions are under Earlier versions and can be read but not edited.

Deleting a card keeps the results of calls already scored with it.

Do this

1. Open Quality, then Scorecards.
2. Pick the card in the list. Only owners and admins can edit. Everyone else can read.
3. Change a question, weight or pass mark. The line above the questions shows how many points are left to give.
4. Click Add a question for a new one. Use the arrows to reorder.
5. Fix anything listed under “Still to fix”. Save as a new version stays off until the weights add up to 100.
6. Click Save as a new version.

Edit safely

• Change one thing at a time, so you can see its effect in calibration.
• Make an item Critical only when failing it should fail the call by itself.
• Prefer a rule over a judgement item when a fixed check can decide it. A rule gives the same answer every time.
• Rules about recording notices, stop requests and AI disclosure are set by what your counsel says you must do. Have them reviewed.

Note

The “Did not talk over the person” rule is only an estimate. The transcript records when each line finished, not when it started. It is not in the starter card.