Agent scoringAgent scoring
6 min read
QA scorecard versioning: comparing scores after criteria change
QA scorecard versioning: what needs a new version, a golden set, the transition period and a calculation that separates ruler from behaviour.
Agent Scoring & Evaluation Criteria
This section is about how an agent score is built: a practical evaluation form, criterion weights, the difference between "no", "not applicable" and "unable to assess", critical errors, decisions evidenced by transcript lines, calibrating AI against QA specialists, the agent's right to appeal, and comparing scores when criteria change.
The articles are for QA managers and team leads. Evaluating every call against the company's own standard is described on the Vexvon Audio Analyzer page.
All posts
10 of 10 posts shown
Agent scoringAgent scoring
6 min read
Weighted call center scorecard: how to choose weights and calculate
A weighted call center scorecard: choosing weights, the denominator, removing "not applicable" criteria and verified worked examples.
Agent scoringAgent scoring
6 min read
Critical errors in call center QA: how they should affect the score
Critical errors in call center QA: the list, three scoring models, flag-to-confirmation flow and an escalation matrix — with one example call.
Agent scoringAgent scoring
6 min read
AI call scoring calibration: when the AI and QA disagree
AI call scoring calibration: a session step by step, a difference table, five causes of disagreement and a misleading agreement rate.
Agent scoringAgent scoring
6 min read
"No", "Not applicable" and "Unable to assess" in call QA scoring
The difference between no, not applicable and unable to assess in call QA scoring — effect on score and coverage, a decision tree and a calculation.
Agent scoringAgent scoring
6 min read
Fair agent performance comparison: few calls vs many calls
Fair agent performance comparison: sample size, call type, shift and language — a minimum threshold, bands and a verified worked example.
Agent scoringAgent scoring
7 min read
Why did the AI give this score? Evidence-based call scoring
Evidence-based call scoring: criterion, status, rationale and a transcript quote — evidence for a "no" and how to check the evidence itself.
Agent scoringAgent scoring
6 min read
Sales vs service call scorecard: can one form fit both teams?
A sales vs service call scorecard: a shared base, sales and support modules, mixed calls and fair comparison of scores.
Agent scoringAgent scoring
6 min read
Call center QA appeals: how to let agents dispute an AI score
Call center QA appeals: principles, a step-by-step flow, an appeal form, change history and two measures for learning from appeals.
Agent scoringAgent scoring
7 min read
Call center scorecard template: a practical agent evaluation form
How to build a call center scorecard: a five-section sample form, rules for writing criteria and a definition card for each criterion.
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