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An evaluation is one score, on one of your tickets, against one scorecard. Everything that produced the number is on the page, criterion by criterion, with the reasoning written out and the transcript sitting beside it.

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Find the ticket

  1. Open the Evaluations tab in the agent portal.
  2. The list opens on the last 30 days. Adjust the date range in the top right if the ticket you want is older.
  3. Scan the groups, or search by ticket subject using the magnifying glass.
  4. Click a row to open it.
The Evaluations tab listing scored tickets grouped into low, medium, and high scores Each row carries the score, the customer, the ticket subject, and a small avatar for who evaluated it. Hover the avatar and you see Evaluated by AI, or the reviewer’s name when a person scored it by hand. The Low scores, Medium scores, and High scores groups use thresholds your organization chooses, so the cut-offs may differ from another company’s. Use the sliders icon to change grouping. Type groups by AI versus manual, and No grouping gives you a flat list, newest first.

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What the evaluation view shows

Opening a row shows the score on the left, the ticket details and full transcript on the right, and the criterion breakdown down the middle. An open evaluation showing the quality score, criterion results, and the ticket transcript The tab under the score has your name on it. When a reviewer also scored the same ticket by hand, a Manual evaluation tab appears next to AI review and you can compare the two. A ticket handled by more than one person carries a separate evaluation for each of you, so the score at the top can differ from what a colleague sees on the same ticket.

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Read one criterion

Each criterion in the breakdown is a question about the interaction, with a result and a short explanation:
  • The question: the criterion as it is written on your team’s scorecard.
  • The result badge: usually Pass, Partial, or Fail, in whatever wording your scorecard uses, followed by the points as 25 / 25 or 0 / 25.
  • The reasoning: a plain-language explanation of why that result was chosen, usually quoting or paraphrasing what happened in the ticket.
  • View checks or Reason for rating: expands the individual checks behind the criterion, where your scorecard uses them.
  • View explanation: expands the fuller justification, and the help-centre answer with links when the criterion was judged against your knowledge base.
A failed criterion expanded to show its reasoning and the explanation behind the rating The reasoning is specific, so it usually points at one line in the transcript, and you can scroll the conversation on the right to that exact moment. If the reasoning quotes something you did not say, or applies a policy that has since changed, that is worth contesting.

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How the score is put together

The score at the top comes from the points each criterion earned against the points it had available. Criteria are not always worth the same, so one fail on a heavily weighted question moves the number more than two fails on light ones, and adding up the badges in your head can leave you short of an explanation. Three scoring rules affect the total:
  • Auto-Zero. Some scorecards mark a criterion as critical. Failing it zeroes the whole scorecard, and the score shows an Auto-Zero label. The rest of the breakdown still shows what you passed.
  • A capped score. Your scorecard can cap the total when a particular criterion fails. When that happened, hovering the score shows the reason for the cap.
  • Dependency rules. One check can hang on another criterion’s result. Where it does, the explanation opens with Dependency rule and spells out the connection.
Read Adherence by criteria on your Overview alongside individual evaluations. One fail is a single ticket; the same criterion failing across several weeks is a pattern a coach will raise.

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AI scores and manual evaluations

Most tickets are scored by AI. When a reviewer scores the same ticket by hand and publishes that manual evaluation, the manual result replaces the AI score. Your averages, reports, and performance trends use the manual evaluation from that point on. The AI score stays visible under the AI review tab on the ticket so you can still see what the model thought. When a trainer submits a manual evaluation for validation, that evaluation changes your score immediately. If the validator corrects and publishes it, the validator’s evaluation becomes the result that counts.

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When a score changes

Scores are not always final. If you dispute a result and a reviewer agrees, the reviewer’s corrected evaluation becomes the one that counts, and your Evaluations list shows that one. On the ticket you will see a green banner reading Your dispute has been reviewed with a link to the updated evaluation. While a dispute is still open, the ticket shows an orange This evaluation is currently being reviewed banner. The score stays as-is until the reviewer finishes. Contest an evaluation covers the whole path.