How do I use scoring templates?
Required Feature Flags
The following permissions are required to use this feature:
Required Permissions:
Evaluate (
quality.evaluations.evaluate) — to score contacts using scoring templatesManage QA Scorecards (
admin.quality.form-builder) — to apply a scoring template when building or editing a scorecardConfigure Quality Settings (
admin.quality.settings) — to create or edit scoring templates
A scoring template defines the choices an evaluator sees when scoring a line item. Pass/Fail. A 4-point scale. A 5-point scale. The template controls the labels, the colours, and how each choice maps to a Pass or a Fail in your reports.
This guide explains the common templates and how they appear when you're scoring a contact.
What a scoring template is made of
Every scoring template defines:
Component | What it controls |
Outcome titles | The labels you see when scoring (e.g. "Pass", "Fail", "Exceeds", "Meets") |
Number of outcomes | How many options the evaluator can choose from (between 2 and 11) |
Score | A number between 0 and 1 that determines the line item's contribution to the overall quality score |
Treat as | Whether each outcome counts as a Pass or a Fail in your reports |
Colour | The visual indicator next to each outcome |
The top outcome always scores 1 (and is treated as a Pass). The bottom always scores 0 (and is treated as a Fail). Middle outcomes can be configured.
The default templates
evaluagent ships with four default scoring templates that cover most needs. Your team can use these as-is or build custom templates in Settings > Quality settings.
Pass/Fail (2-point)
The simplest template. Use it for clear-cut process or compliance line items where there's no middle ground.
Score | Outcome | Treat as |
1 | Pass | Pass |
0 | Fail | Fail |
3-point scale
Adds a middle option for line items where partial credit makes sense.
Score | Outcome | Treat as |
1 | Complete | Pass |
0.5 | Partially complete | Pass or Fail (your choice) |
0 | Incomplete | Fail |
4-point scale
Use it for behavioural or quality-of-experience line items where you want to recognise excellence as well as flag underperformance.
Score | Outcome | Treat as |
1 | Exceeds | Pass |
Configurable | Meets | Pass |
Configurable | Coach | Fail |
0 | Underperform | Fail |
Steps
A specialised template for breaking a single line item down into smaller steps. Each step is Pass, Fail, or Not Applicable. The line item's overall outcome is calculated automatically:
If any step is a Fail, the line item is a Fail
If all steps are Pass or Not Applicable, the line item is a Pass
If every step is Not Applicable, the line item is Not Applicable
The Steps template is linked to the 2-point template — deactivating one deactivates the other.
Custom templates
You can also build custom templates with up to 11 outcomes. Common examples:
5-point scale — Excellent / Good / Satisfactory / Needs Improvement / Unsatisfactory
Compliance scales — Met / Partially Met / Not Met / Not Applicable
When building a custom template, remember:
The top outcome must score 1, the bottom must score 0
Scores must be in descending order
You can't have a Fail outcome scoring higher than a Pass
How scoring templates appear when you're scoring a contact
When you open an evaluation, each line item shows the outcomes from its assigned template. The template controls:
The labels you click (e.g. "Pass" / "Fail" or "Exceeds" / "Meets" / "Coach" / "Underperform")
The colours you see next to each option
What counts as a Pass or a Fail in your team's reporting
Different line items can use different templates within the same scorecard. The system handles the maths — your job is to pick the outcome that best reflects what happened in the conversation.
Why "Treat as" matters
The "Treat as" setting is what lets evaluagent compare results across different scoring templates.
For example, a scorecard might use the 4-point template for tone and the Pass/Fail template for compliance. In Category performance reports, evaluagent groups outcomes by what they're treated as — so an "Exceeds" and a "Pass" both count as Pass, and an "Underperform" and a "Fail" both count as Fail. That's how you get consistent reporting across mixed scorecards.
Locked vs unlocked templates
Once a template is used on an active scorecard or in a published evaluation, it locks down to protect reporting integrity:
Unlocked — every setting can be edited
Locked — you can still update the template name, outcome titles, and colours, but you can't change scores, the number of outcomes, or the Pass/Fail mapping
If you need a different scale on a locked template, build a new template instead.
Tips for working with scoring templates
Match the template to the line item. Pass/Fail is fine for compliance. Use a wider scale where you want to recognise different levels of performance
Keep outcome titles short and meaningful. "Exceeds" beats "The agent exceeded expectations"
Use consistent colours. Green for the top, red for the bottom, sensible shades in between. Evaluators score faster when the colours match their expectations
Don't over-engineer. A 6-point scale sounds precise but slows evaluators down. Use the smallest scale that reflects how you actually want to score