Quality scorecards

Quality scorecards define which criteria are used to evaluate a campaign. Each criterion says what AuditorIA or the person auditing should review, how it affects the result, and what happens when it is not met.

This page explains how to enter the section, choose calls or social media, create or edit a scorecard, complete criteria, and save changes.

When to use this section

Use Quality scorecards when you need to:

• Create evaluation criteria for a new campaign.
• Review or adjust criteria for an existing campaign.
• Change a campaign evaluation mode.
• Understand which campaign minimum score is used to pass audits.
• Configure critical criteria, conditions, or alerts.

Visible options may vary depending on your account configuration. If you do not see an action, check with the person who manages AuditorIA access in your organization.

Relationship with campaigns

The scorecard and the campaign are connected. A campaign indicates which group of calls or chats a case belongs to; the scorecard indicates how quality is evaluated inside that campaign.

For that reason, when creating a scorecard AuditorIA may ask you to:

• Choose an existing campaign.
• Create a new campaign from the same flow.

If you are configuring a campaign from Campaign configuration, you may also reach the scorecard from the Scorecard section or from the scorecard selector.

tip

If you are not sure which data a campaign needs, review Campaign configuration first. Then return to this page to complete the quality criteria.

Open Quality scorecards

1. In the sidebar, open Campaigns.
2. Enter Quality scorecards.
3. Choose Calls or Social Media, if the app shows that split.
4. Search for an existing scorecard or use the button to create a new one.

In the list you will usually see the scorecard or associated campaign name, number of criteria, update data, and actions to view details or edit. You can also search by name or ID and switch between grid and list views.

caution

If you see a minimum percentage in the list, treat it as data associated with the campaign or current configuration, not as an editable scorecard field. The minimum passing score is configured from the campaign. When editing an existing scorecard, you usually work on criteria, evaluation mode, criterion scores, criticality, and conditions.

Calls and social media

The concept is the same for both channels: a scorecard contains quality criteria for a campaign. The difference is the type of conversation being evaluated and some available conditions.

Channel	What it evaluates	Important differences
Calls	Audio files, transcripts, and call tasks	Can use call-specific conditions, such as voicemail or call direction.
Social Media	Chats or written conversations	Focuses on tags, keywords, and written-response criteria.

If you are working with social media, avoid copying call criteria without reviewing them. A criterion such as "greets the customer verbally" may need different wording for chats.

Create a scorecard

1. Click New scorecard or the equivalent button.
2. Choose an existing campaign or select New Campaign.
3. If you selected New Campaign, complete the base data shown on screen.
4. Define the evaluation mode.
5. Add the quality criteria.
6. Review the summary before saving.
7. Click Create or Save, depending on the case.

If you choose an existing campaign, AuditorIA loads the configuration associated with that campaign so you can review or update it. If you choose New Campaign, you first complete data such as name, passing score, emails, and tag configuration.

Base campaign data

When the scorecard creates or completes a campaign, these fields may appear:

Field	What it is for
Campaign name	Identifies the campaign in lists, filters, and audits.
Passing score	Defines the score from which an audit is approved.
Supervisor emails	Allows notices or alerts to be sent to campaign-related recipients.
Tag generation	Defines whether tags are generated by AI, loaded manually, or combined.

The passing score is not the score of one criterion. It is the final threshold used to compare the audit result.

When you create a campaign from this flow, AuditorIA may also ask how tags should be generated: automatically with AI, from a manual list, or with a hybrid mode.

Choose the evaluation mode

The evaluation mode defines how the final score is calculated. AuditorIA offers two modes: Qualitative and Quantitative.

Qualitative

Use Qualitative when some criteria are more important than others.

In this mode, each criterion has its own score and the total must be exactly 100. If the sum is not 100, the scorecard cannot be saved.

Example:

Criterion	Score
Solves the contact reason	40
Verifies customer data	20
Keeps a courteous tone	20
Performs the correct closing	20
Total	100

If a criterion marked as critical is not met, the audit may fail even if the rest of the score is high.

Quantitative

Use Quantitative when all criteria have the same importance.

In this mode you do not enter a score per criterion. The score is calculated from how many criteria are met over the total:

Score = (met criteria / total criteria) * 100

In quantitative mode, a critical criterion does not necessarily set the score to zero. Its main purpose is to allow alerts or follow-up when a sensitive point is not met.

caution

If you change the evaluation mode in a scorecard that already has criteria, AuditorIA may ask for confirmation. The change affects how future audits are calculated; audits already saved keep their existing result.

Complete criteria

Each criterion is a question answered during the audit. To help AI and people evaluate consistently, write concrete criteria and clear descriptions.

Field	What to complete	Required
Category	Group or topic, for example Greeting, Resolution, Closing.	Yes
Question	The question answered as met/not met.	Yes
Description	The concrete guide for evaluating the criterion.	Yes
Score	Criterion weight in the final score.	Only in qualitative mode
Is critical	Marks the criterion as sensitive.	No

A good question should be answerable without long interpretation. For example: Did the operator verify the customer's identity? is clearer than Verification.

The description should explain what is expected. For example: Must request at least two validation data points before providing sensitive information.

Add, order, or paste criteria

To add criteria manually:

1. Click Add criterion.
2. Complete category, question, and description.
3. If you are in qualitative mode, enter the score.
4. Mark Is critical only if failure requires a special consequence.
5. Reorder criteria if you need to change how they appear in the audit.

You can also use Paste criteria to load several criteria from an external spreadsheet. For AuditorIA to read them correctly, copy the columns in the order shown on screen:

Category | Question | Description | Score | Critical

In the Critical column, use SI or NO as needed.

After pasting, review each criterion before saving. Even if paste creates an initial list, the final scorecard must pass the form validations.

Critical criteria, alerts, and conditions

Critical criteria are used for sensitive points: legal breaches, severe service errors, missing identity validation, or any situation your team needs to track closely.

In Qualitative mode, an unmet critical criterion may make the audit fail automatically.

In Quantitative mode, critical criteria may show additional options:

• Emails that receive an alert if the criterion fails.
• Notification inside AuditorIA.
• Conditions so the criterion applies only in certain cases.

Conditions help prevent a criterion from counting when it does not apply. For example, a criterion may apply only if the call has certain tags, keywords, call direction, or if voicemail was detected. In social media, conditions mainly focus on tags and keywords.

If you enable a condition, also complete the condition type, value, and when it should count. If it is incomplete, AuditorIA may not allow the scorecard to be saved.

Save and review

Before saving:

1. Verify that all criteria have category, question, and description.
2. If the mode is Qualitative, confirm the score sum is 100.
3. Review critical criteria, alerts, and conditions.
4. Click Create or Save.
5. Open the detail view to confirm the scorecard is associated with the correct campaign.

The detail view lets you review the configuration without editing it. From there, you can return to the list or enter edit mode again if something needs adjustment.

Impact on other flows

Scorecards affect several parts of AuditorIA:

• In Upload audio, the selected campaign determines which criteria will be used when processing or auditing the call.
• In Create manual audits, criteria are loaded from the selected campaign scorecard.
• In Review a call audit, criteria, scores, and pass/fail status depend on the scorecard in effect when that audit was generated.
• In Search tasks and audios, the campaign can be used to find cases associated with a quality configuration.

If you change a scorecard, review with your team whether the change should apply only going forward or whether already processed audits should be regenerated.

Common issues

I cannot save a qualitative scorecard

Review the total score. In qualitative mode it must be exactly 100.

The description is missing

The criterion description is required. AuditorIA uses it as guidance to evaluate the criterion consistently.

Calls and social media do not show the same conditions

This is expected. Some conditions apply only to calls, such as voicemail or call direction. In social media, available conditions focus on chat content.

A manual audit does not show the expected criteria

Verify that you selected the correct campaign and that the campaign has an updated scorecard in the correct channel, calls or social media.

I changed the scorecard but an old audit did not change

Audits already saved keep their existing result. To recalculate a case, you may need to process it again or regenerate the audit, depending on the actions available in your account.

Next step

• Campaign configuration
• Create manual audits
• Review a call audit