Rubrics

The Rubrics page lets you create and manage the scoring criteria used to evaluate calls and documents.

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Page Layout

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Content Type Toggle

Switch between Calls and Documents rubrics using the dropdown in the top right.

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Tabs

• Rubrics - Create and manage rubrics (scoring templates)
• Rubric Rules - Configure which rubric is automatically applied

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Rubrics Tab

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What’s in a Rubric

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Creating a Rubric

1. Click Create Rubric
2. Enter rubric name
3. Add metrics:
   • Metric name
   • Point value (weight)
   • True condition (what counts as pass)
   • False condition (what counts as fail)
4. Optionally add exemptions or post-call tags
5. Save the rubric

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Viewing and Editing

• Click any rubric to view its details
• Click Edit to modify
• Click Duplicate to create a copy

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Active Status

Only one rubric can be active at a time (per type). The active rubric is used for new scoring. Set a rubric to active from its detail page.

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Rubric Rules Tab

Rubric rules let you automatically select which rubric to use based on conditions. For example, you might use different rubrics for different call types or departments.

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Creating a Rule

1. Click Create Rule
2. Define conditions (e.g., metadata field equals a value)
3. Select which rubric to apply when conditions are met
4. Save the rule

Rules are evaluated in order. The first matching rule determines the rubric used.