Define quality categories

Categories are the things you want to measure in conversations. For example: "Was the agent polite?" or "Did the agent solve the problem?"

Examples of categories

• Politeness — was the agent friendly and respectful?
• Problem-solving — did the agent fix the customer's issue?
• Knowledge — did the agent know the product/policy?
• Speed — did the agent resolve it quickly?
• Clarity — did the agent explain things clearly?

You can create any categories that matter to your business.

Create a category

1. Go to Categories in the left menu
2. Click Create category
3. Fill in:
   • Name — what you're measuring (e.g., "Politeness")
   • Description — explain what this means (optional)
   • How to score it — pick one:
     • Yes/No — agent either did it or didn't (e.g., "Did agent apologize?")
     • Ratings — pick a scale (e.g., 1-5 stars, with descriptions for each level)

Example: Creating a Yes/No category

Name: "Resolved the issue"

Description: "Customer's problem was solved or next steps were clear"

How to score: Yes / No

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Example: Creating a rated category

Name: "Politeness"

Description: "Agent was respectful and professional"

How to score: Rating scale 1-5

• 1 (Poor): Agent was rude or dismissive
• 2 (Below Average): Agent was neutral but slightly impatient
• 3 (Good): Agent was professional and friendly
• 4 (Very Good): Agent was warm and engaging
• 5 (Excellent): Agent went above and beyond to be helpful

Edit or delete a category

• Edit — Click the category to make changes. Changes apply everywhere you use it.
• Delete — You can only delete categories you're not using. If you try to delete one that's in use, the system will tell you which scorecards use it.

Tips

• Keep category names simple and clear (one word is ideal)
• Use Yes/No for things that either happened or didn't
• Use ratings for things that can be "better" or "worse"
• Create categories that matter to your customers and your business
• You can reuse categories across different scorecards