# AI Scorecards

## Your rubrics. Your rules. Every interaction graded.

Your definition of quality, applied automatically to every conversation. Build scorecards around your standards and let Solidroad do the rest.

### Customer follow-up

#### Generate with Al

**Graded**

### Pass / Fail

**Generate with Al**

**Write manually**

### Performance Ratings

- **Poor performance**  
0-3 points  
Rate  
Shows weak listening skills, misunderstands customer issues, and gives unrelated solutions. Rarely asks clarifying questions, leading to miscommunication.

- **Average performance**  
4-6 points  
Rate  
Shows satisfactory listening skills but sometimes misses client concerns, leading to partial issue resolution. Needs improvement in understanding context.

- **Strong performance**  
7-10 points  
Rate  
Demonstrates strong active listening by understanding customer needs and providing prompt responses. Uses confirming queries to ensure comprehension and resolves inquiries effectively.

### Sections

- Opening
- Meeting Customer Needs
- Effective Resolution
- Communication Skills
- Product Knowledge
- Data Capture & System Accuracy

## The sharpest QA instincts, now on autopilot.

### Explanation

#### Poor performance 
0-3 points
Should ask for reservation number first before offering a refund for the two tickets yesterday in order to confirm that they you are refunding the correct ticket in case there were multiple purchased.

**Example**  
"Can you please provide your reservation number?"

### Scoring that gets smarter with each calibration
Each calibration sharpens the scoring model, aligning evaluations with your team’s real standards.

- 42%  
- 0  
- 1,000  
- 7,500  
- 5,000  
- 3,756  
- 3,756

### Conversations scored
- Email
- Phone
- Chat

### Instantly score your entire queue
No sampling, no guesswork. 100% of conversations are evaluated with consistent, reliable logic.

### Personalized point system
**Rating card**  
*Poor*  
\*Adjustment in progress\*  
*Average*  
5-7  
*Good*  
7-10

### Dynamic scorecards fit the way you grade
Customize criteria and weighting so scoring aligns with your exact QA standards and workflows.

### Skill
### Clarity

#### Generate with Al

**Graded**

### Pass / Fail

**Pass criteria**  
10 points  
The agent uses simple language and avoids jargon when explaining technical details, troubleshooting steps, and platform.

### Turn your QA logic into a unique scoring system.
Control how quality is measured by configuring custom metrics, weighting critical steps, establishing automatic pass/fail triggers, and embedding your team’s expertise into every evaluation the system performs.

### Score the subtle signals that shape experiences.
Solidroad interprets multi-turn exchanges, customer emotions, and agent decision-making, scoring each moment using the same depth of understanding your most experienced QA reviewers would apply manually.

### Improve quality continuously. Not quarterly.
Every calibration, correction, and score adjustment feeds back into the model, refining how conversations are evaluated and ensuring your QA standards get sharper with each interaction reviewed.

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### We finally have consistent visibility into quality across every region.
And we can verify readiness before agents go live, not after.”

Destiny Young  
Sr. Manager, Experience Quality Programs  
1hr  
Saved per simulation  
2000+  
Hours of training completed

### Case study
[Case study](/content/customers/activecampaign/index.html)