Implicit scorecards

In the current release, there is a single, non-customizable scorecard that's used behind the scenes to assess the performance of both AI and live agents. It's attached automatically to every simulation.

Agents are evaluated against the following goals that apply to all scenarios:

• Professionalism: Maintained a professional demeanor throughout the interaction.
• Politeness: Communicated in a polite and courteous manner.
• Greeting: Delivered a warm and friendly welcome.
• Closing: Provided a proper and appropriate farewell.
• Active listening: Demonstrated a clear understanding of the customer's concern before proposing a solution.

In addition to these universal goals, scenario-specific agent goals are defined within the scenario. Agents are evaluated based on these goals too.

Both types of goals—along with the scoring rubric—are sent to the LLM, which determines a score for the agent's performance in the conversation.

FAQs

Can I create custom scorecards?

No, not in this release.