Quality scorecards

Quality scorecards define the criteria used to evaluate each audit in a campaign. Without a configured scorecard, the campaign cannot be used for consistent audits or quality result calculation.

What a quality scorecard is

A quality scorecard includes:

• Evaluation criteria with yes/no answers.
• An evaluation mode to calculate the final score.
• Criticality settings for sensitive criteria.
• Alert rules in quantitative mode.
• Tag generation parameters associated with the campaign.

Before you start

To create or edit a scorecard you need to:

• Have a campaign created.
• Have administration or supervision permissions over that campaign.
• Define the minimum passing score expected for audits.

If you have not configured a campaign yet, see Campaign management.

info

If a campaign does not have a configured scorecard yet, AuditorIA can show a warning that auditing is not possible until configuration is completed.

Access scorecards

1. Enter the Campaigns module.
2. Open the Audits section.
3. Select Quality scorecards.
4. Choose an existing campaign or create a new scorecard.

Scorecards by channel

Each channel can have its own scorecard. This lets you evaluate calls and chats with criteria suited to each conversation type.

Channel	Example criterion
Calls	Greeting, active listening, call closing
Social media	Written tone, resolution, response clarity

General campaign information

When creating a scorecard, first complete the campaign base data.

Field	Description	Example
Campaign ID	Unique campaign identifier	42
Campaign name	Visible name for the scorecard	Technical support - morning shift
Passing score	Minimum threshold to pass an audit	80
Supervisor emails	Emails that receive reports or alerts	sup1@company.com, sup2@company.com

tip

Passing score The passing score works as a threshold. If the final score is below that value, the audit is marked as failed.

Tag generation

This step defines how audited calls are tagged automatically.

Mode	Description
Automatic (AI)	The platform generates tags based on call content
Manual	A fixed list of tags defined by your team is applied
Hybrid	Combines manual tags with automatic generation

Evaluation mode

The evaluation mode determines how the final audit score is calculated.

AuditorIA offers two modes.

Qualitative

In this mode, each criterion has its own weight. The total sum of weights must be exactly 100.

When to use it

• When some criteria are more important than others.
• When you want certain failures to subtract more points.
• When you need fine control over the final score.

How it is calculated

Initial score = 100

For each unmet criterion:
  - If it is critical: score = 0 and audit failed
  - If it is not critical: score = score - criterion_weight

If the final score is lower than the passing score:
  - audit failed

Criterion	Weight	Meets	Impact
Problem resolution	40	Yes	No deduction
Speaking cordiality	20	No	-20
Correct wait time	25	Yes	No deduction
Customer data verified	15	No	-15
Total	100		Final score = 65

With passing_score = 80, the audit fails.

danger

Critical criterion in qualitative mode If a criterion marked as critical is not met, the score automatically becomes 0 and the audit fails without evaluating the rest of the score.

Quantitative

In this mode, all criteria have the same weight. The score is calculated from the proportion of approved criteria over the total.

When to use it

• When every checklist item has the same importance.
• When you want an evaluation that is simple and easy to explain.
• When you prefer a uniform compliance model.

How it is calculated

Score = (approved_criteria / total_criteria) * 100

If the final score is lower than the passing score:
  - audit failed

Criterion	Meets
Problem resolution	Yes
Speaking cordiality	Yes
Correct wait time	No
Customer data verified	Yes
Closing procedure	No

Score = (3 / 5) * 100 = 60

With passing_score = 80, the audit fails.

info

Critical criterion in quantitative mode In this mode, an unmet critical criterion does not automatically fail the audit. Instead, it can trigger email alerts or internal notifications depending on the criterion or campaign configuration.

Criteria configuration

Each criterion represents a question the auditor answers during the evaluation.

Criterion fields

Field	Description	Required
Category	Thematic grouping for the criterion	Yes
Question	Specific question to evaluate	Yes
Description	Guidance to help the auditor	No
Score	Criterion weight	Only in qualitative mode
Is critical	Defines special behavior when unmet	No

Alerts for critical criteria in quantitative mode

When the scorecard is in quantitative mode and the criterion is critical, additional settings can appear.

Field	Description	Example
Alert emails	Recipients who receive the alert when the criterion fails	quality@company.com, management@company.com
In-app notification	Creates an alert inside AuditorIA	Enabled
Global emails	Recipients who receive alerts for any unmet critical criterion in the campaign	supervision@company.com

tip

Use global emails when the same team must always be informed, even if each criterion has its own recipients.

Add and order criteria

1. Click Add criterion.
2. Complete the criterion card.
3. If you use qualitative mode, verify that the total sum is 100.
4. Reorder criteria if you need to change their visual priority.
5. Delete criteria from the trash icon when they no longer apply.

warning

Score sum in qualitative mode The scorecard cannot be saved if the score sum is not exactly 100. This validation does not apply in quantitative mode because all criteria have the same weight.

Save the scorecard

When you complete the configuration:

1. Review the criteria summary.
2. Click Save scorecard.
3. Wait for the final form validation.
4. If everything is correct, the detail view opens.

View scorecard details

The detail view lets you review the full configuration without entering edit mode.

You will usually see:

• Campaign ID and name.
• Passing score.
• Evaluation mode.
• Supervisor emails.
• Tag configuration.
• Full list of criteria and their rules.

Edit an existing scorecard

1. Open the scorecard from the list or from the campaign.
2. Click Edit.
3. Update the necessary fields.
4. Save the configuration again.

caution

Changing the evaluation mode in an existing scorecard affects future audits. Audits already recorded keep the result calculated with the previous configuration.

How to choose the right mode

Situation	Qualitative	Quantitative
Criteria have different importance	Ideal	Not applicable
All criteria have equal weight	Can be excessive	Ideal
You need immediate failure for a severe criterion	Yes	No
You need alerts without blocking the score	No	Yes
You want quick configuration	Requires weights	Simpler
You want granular control	Yes	No

Quick glossary

Term	Definition
Criterion	Evaluation question answered by the auditor
Weight	Score assigned to a criterion in qualitative mode
Critical criterion	Criterion whose failure creates a special consequence
Passing score	Minimum threshold to pass the audit
is_audit_failure	Internal indicator for a failed audit
alert_emails	Emails that receive alerts for critical criteria

Next step

• Campaign management
• User management
• Role management