Rubrics

The Rubrics page lets you manage scoring criteria and rubric-selection logic for calls and documents.

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Choose Calls or Documents

Use the selector in the top right to switch between Calls and Documents. Rubrics and rubric rules update to the selected type.

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Create a Rubric

1. Open the Rubrics tab
2. Click Create New Rubric
3. Enter a rubric name
4. In the Metrics tab, click Add Metric
5. For each metric, enter:
   • Metric Name
   • Points
   • True Condition (required)
6. Repeat until total metric points equal 100
7. (Optional) Open the Advanced tab and add opening lines, tags, instructions, coaching guidance, post-call workflows, or exemptions
8. Click Create Rubric
9. Choose whether to set it as the default rubric in the prompt after save

The total metric points must equal 100, metric names must be unique, and at least one metric is required. For call rubrics, each metric has an AI suggestion button, and the form also has an Audit button in the header.

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Set the Default Rubric

The default rubric is used when no active rubric rule matches. If no default rubric is selected, scoring can fail for records that do not match a rule. Set a default for both calls and documents if you score both content types.

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Build Clear Metrics

Each metric should describe one scoring expectation. Keep the True Condition specific enough that a reviewer can understand why a call or document should pass. Use optional false conditions, additional instructions, and guided coaching when a metric needs more context. If you have 2 or more metrics, turn on Reorder to drag and reorder them.

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Use Advanced Rubric Options

Use Advanced when you need behavior beyond basic scoring:

• Opening-line checks for call rubrics
• Post-call tags
• Reusable additional instructions
• Coaching guidance tied to metrics
• Post-call workflows
• Exemption conditions where normal scoring should not apply

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Edit Existing Rubrics

1. Find the rubric in the table and click Edit (or open detail view first)
2. Update fields in Metrics or Advanced
3. Click Save Changes
4. Confirm default rubric update if prompted

From rubric detail view, you can also duplicate, activate, deactivate, or delete inactive rubrics.

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Route Records with Rubric Rules

Rubric rules automatically choose the right rubric based on metadata or team conditions.

1. Click Create New Rule
2. Enter a Rule Name
3. Select a Target Rubric (or No Grading)
4. Choose Conditions Required:
   • All (AND)
   • Any (OR)
5. Add one or more metadata or team conditions
6. Set rule active/inactive
7. Click Create Rule

Team-based conditions are constrained to the team hierarchy you can manage. This keeps automatic rubric selection aligned with team permissions. Rules are shown in priority order. The first matching active rule is applied. Edit or delete rules when routing needs to change. Toggle inactive rules when you need to review older routing setup.