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A scorecard is the rubric Rulebase scores tickets against: sections (resolution, accuracy, tone), the criteria under each, and the checks an evaluator makes before awarding points. Once published, AI QA scores every matching ticket against it, and human reviewers use the same structure. Scorecard editor for a published scorecard showing section navigation, a criterion with pass and fail scores, and the score preview totaling 100

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Before you start

  • Scorecards live under Knowledge > Scorecards.
  • You need a role that can manage scorecards, such as Administrator or Manager. If New is greyed out, your role does not include it.
  • Decide your point weighting first. Top-level totals must add up to exactly 100.
  • Nothing is evaluated until you publish. A draft is invisible to AI QA and to reviewers.

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How a scorecard is put together

A scorecard contains sections, sections contain criteria, and criteria contain checks:
  • Scorecard: the whole rubric, with a name, a description, and an optional scope.
  • Section: a themed group such as Resolution. Its points are the sum of its criteria; you never type a section score directly.
  • Criteria: the thing being judged, and the level that carries points. Each has score options: Pass, Fail, and optionally Partial or Auto-fail.
  • Check: the instruction an evaluator follows inside a criterion, plus the conditions that map an outcome onto a score. A criterion can hold several checks.
Rulebase sums the top-level scores and refuses to publish anything other than 100. Think of it as a budget you split between sections.

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Create the scorecard

  1. Go to Knowledge > Scorecards.
  2. Click New.
  3. Give it a Scorecard name a reviewer would recognize, and use Description to record what it covers.
  4. Click Create.
New scorecard dialog with a scorecard name and a description describing which tickets it scores Rulebase creates the scorecard as a draft and opens the editor. From the empty editor you can Upload an existing scorecard document (.pdf, .csv, .xls, or .xlsx) and let Rulebase draft the structure from it, or build it yourself with New section. Empty scorecard editor with the upload panel, the New section button, and an empty score preview

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Add your sections

Add all your sections before writing any criteria, so the point budget is visible from the start.
  1. Click New section. Rulebase adds it to the left-hand list with a placeholder name like Section 1.
  2. Hover the new section, open its … menu, and choose Edit.
  3. Set the Name, and use Instructions to tell the evaluator how to think about this theme.
  4. Click Save.
Edit section dialog with the name Resolution and instructions describing how to judge whether the customer left with their problem solved Section instructions are guidance for the whole section. They carry no points and apply to every criterion, so put a judgement call you would otherwise repeat in each check here.

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Write criteria and checks

Open a section, then click Create first criteria (or Add criteria once the section has one) and fill in the card.
  1. Type the Criteria name as the thing being judged, phrased so passing is good: Resolved the customer's issue.
  2. Set the points. New criteria start at 10, so click the value next to Pass, set the Score, and press Enter. Fail stays at 0.
  3. Add score options if pass/fail is too blunt. The + next to the scores offers Partial score for partial credit and Auto-fail score, which fails the whole evaluation when selected.
  4. In 1st check, describe what the evaluator has to look for.
  5. Give the check its conditions. Generate conditions drafts them from the criterion and check text; Add condition manually lets you write your own. A condition pairs an observation with an outcome, reading If <observation> … mark as fail, choosing from the criterion’s non-passing scores.
  6. Use Add new check when the criterion needs a second judgement, and Add additional instructions for guidance that belongs to this check alone.
Criterion card showing the criteria name, pass and fail scores, a check description, a criteria condition mapping to fail, and the Generate conditions and Add new check controls The Apply to pill on a check reads All tickets until you narrow it. A check can be restricted to specific channels, to new or re-assigned tickets, to primary or duplicate tickets, to SLA breaches, or to inbound or outbound calls.
Every check needs at least one condition before the scorecard can publish. If a check has none, publishing stops with a message naming the criterion and the check number.

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Balance the scores to 100

Score preview on the right keeps a running total. Section totals roll up from their criteria, and the Total at the bottom must read 100. Score preview panel listing three sections with their criteria scores and a total of 100 If the total is off, publishing fails with Total score of all top-level criteria must equal 100 and the current number. Weight sections by what you want agents to optimize for.

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Scope it to the right tickets

A scorecard with no scope applies to every ticket Rulebase evaluates. That is fine for one company-wide rubric and wrong the moment you have two, so narrow at least one dimension. Click Add scoping in the header and pick from four groups:
  • Applies to: Tickets, Work items, or both. Both by default.
  • People: Groups, Teams, or Agents, for rubrics that only apply to part of the org.
  • Ticket details: Channels for email, chat, or calls, and Ticket scope for External tickets or Internal tickets.
  • Calls: Call direction, for inbound versus outbound.
Add scoping dropdown showing the Applies to, People, Ticket details, and Calls groups Each choice becomes a pill next to the button; the x on a pill removes that part of the scope. Scorecard header scoping row with the Add scoping button and Emails and Chats pills applied
Adding Internal tickets to a scorecard’s ticket scope lets Rulebase evaluate tickets where the customer never replied. Without a scorecard opted in to internal tickets, those tickets are skipped, because there is no customer side to judge.

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Publish it, or keep it as a draft

Publish validates first: a missing condition or off-balance total surfaces as a message. Otherwise it makes the scorecard live and confirms with Scorecard published successfully, and from then on matching tickets are scored against it. Save as draft keeps everything you have written but leaves the scorecard out of evaluation. It works on a published scorecard too, to pull one out of circulation while you rework it. Save as draft confirmation dialog explaining that the scorecard will not be published and will remain in draft status On the scorecards list, Active and Drafts are separate groups, and each card’s overflow menu carries the state changes: Publish on a draft, Move to drafts on a published one, plus Duplicate and Archive. Scorecards list with one published scorecard under Active and one draft under Drafts
To change a live rubric, Duplicate it, edit the copy, then publish the copy and move the original to drafts. Editing in place changes what evaluators see mid-cycle and makes before-and-after scores hard to compare.

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Confirm it before the first evaluation

  • Score preview reads exactly 100, and the section weights match what your team agreed.
  • Every check has at least one condition, and between them the conditions cover each way the criterion can be marked down.
  • The scoping pills describe the tickets you meant. An empty scoping row means every ticket.
  • The scorecard sits under Active. A draft sits under Drafts and never scores.
Then prove it end to end. Open the eligibility tester in Settings > Evaluations, test a ticket this scorecard should cover, and confirm the result reports no scorecard problem.