Scorecard inventory
Map programs, rubric items, weights, versions, evaluators, and available coaching fields.
SAGEPOINT ANALYTICS · SERVICES
Contact center QA scorecard reporting
Your evaluations contain useful patterns, but scattered scorecards make it hard to see which behaviors need coaching. We turn existing QA results into reporting that teams can inspect and discuss.
The problem
When the data cannot keep up
An average QA score can hide changes in the rubric, evaluator differences, and uneven sampling. We define the comparison rules before using score trends to guide coaching.
- I cannot see whether a low score comes from one rubric item or a broader agent trend.
- Different client programs use different forms, making a combined average misleading.
- Coaching notes and follow-up are disconnected from the evaluations that prompted them.
What you get
A deliverable your team can use
We work with evaluations from your current QA platform or spreadsheets. We map rubric versions, score weights, evaluator and program identifiers, and agreed coaching outcomes. This is reporting on existing evaluations; call recording, automatic scoring, and QA platform replacement are outside this service.
Comparable measures
Define when agent, team, and rubric scores can be compared and where forms must remain separate.
QA reporting views
Show trends and item-level patterns with filters for team, program, evaluator, and time where data allows.
Calibration checks
Surface differences between evaluators when shared samples and identifiers support a comparison.
Coaching handoff
Document measures and provide a way to review whether follow-up was recorded after an evaluation.
How it works
From free call to handoff
- 1
A free 30–45 minute assessment reviews sample scorecards, exports, rubric changes, and coaching decisions.
- 2
We agree on data access, comparable groups, metrics, review rounds, and a scoped deliverable.
- 3
We reconcile sample evaluations, build views, and review score variances and outliers with QA leads.
- 4
We hand over definitions, reporting instructions, and training. Ongoing Support starts at US$450/month for later changes.
Validation
How we validate QA data
We compare report counts and score calculations with source evaluations, check rubric version and weighting, and flag missing evaluator or program identifiers. Calibration comparisons are shown only when the same work was reviewed by multiple evaluators under a comparable rubric.
Package fit
The scope determines the package
The 14-Day Dashboard Pilot (US$750, paid on delivery, NDA before we touch a file) connects two sources, clarifies scorecards and source quality, and comes off the project if you continue within 30 days. Executive Cockpit is a fixed US$3,900 over 4–6 weeks: up to four sources and up to three dashboards. The proposal depends on forms, history, and review needs.
Compare packages →FAQ
Frequently asked questions
Can reports compare QA scores by agent, team and rubric item?
Yes, if the evaluations include consistent agent, team, and item identifiers. We preserve rubric versions and show when a comparison would be misleading.
How do you handle different scorecards across client programs?
We document each program’s items and weights, report them separately by default, and combine only measures that have an agreed common meaning.
Can we track calibration differences between evaluators?
If evaluators scored shared samples under a comparable rubric, we can show differences by item or score. Without shared samples, we avoid treating score gaps as calibration evidence.
How can QA trends be linked to coaching follow-up?
When coaching actions are recorded with agent and date fields, we can relate them to evaluation trends. The report shows follow-up status; it does not claim that a score change was caused by one coaching session.
Can existing spreadsheet evaluations be used as a data source?
Yes. We inspect sample files for stable columns, IDs, dates, and rubric versions, then define a repeatable import and checks for missing or changed fields.
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