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Most scorecard checks are a single sentence, and most of the time that’s enough. The trouble starts with the exceptions your reviewers hold in their heads: the apology check that shouldn’t fail when the customer apologized first, the verification step that doesn’t apply to a returning caller. Additional instructions are where you write those exceptions down so AI QA applies them the same way every time.

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How instructions differ from the other check controls

Conditions decide whether the check runs; additional instructions shape how it’s judged when it does. If you find yourself writing “ignore this check when…”, that’s usually a condition, not an instruction.

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Before you start

You need permission to manage evaluation scorecards, and you need a scorecard that already has a section, criterion, and at least one check; instructions attach to an existing check. Have the exception worded before you open the editor; it’s easier to write clear guidance away from the form.

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Add instructions to a check

  1. Go to Knowledge > Scorecards and open the scorecard.
  2. Navigate to the section and criterion holding the check you want to adjust.
  3. On the check card, click Add additional instructions. A text area labeled Additional instructions opens beneath the check.
  4. Type the guidance, for example If the customer already apologized, do not fail for missing apology.
  5. Click Save as draft to keep working, or Publish to make the change live for future evaluations.
Scorecard check card showing the Apply to condition, the check description, and an open Additional instructions field containing an exception rule Instructions are scoped to the one check you added them to. A sibling check in the same criterion is unaffected. That lets you carve out a narrow exception without loosening the rest of the criterion.

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Writing instructions the evaluator can act on

Instructions work best when they read like a rule a reviewer could follow, not a general principle:
  • Name the trigger and the outcome. “If the customer already apologized, do not fail for missing apology” gives both. “Be lenient about apologies” gives neither.
  • Keep one exception per instruction. Stacking three unrelated caveats into one block makes it hard to tell which one fired when you review a score later.
  • Point at what’s visible in the ticket. The evaluator works from the conversation, so an instruction that depends on information outside the transcript won’t be applied consistently.
After publishing, spot-check a handful of evaluations where the exception should have applied. If the check still fails on those tickets, the instruction is probably too abstract. Rewrite it as a concrete if/then and republish.

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Removing instructions

When an exception no longer reflects your policy, click Remove additional instructions on the same check. This clears the text rather than hiding it, so copy anything you might want back before removing it. As with adding, the change takes effect for future evaluations once you publish. Evaluations that already ran keep the scores they were given. Instructions change how new evaluations are judged, not historical results. If you need old tickets rescored under the new guidance, re-evaluate them.