Build a QA scorecard

Define what a good conversation looks like: criteria, weights, auto-fail and instructions for the AI evaluator.

For: Supervisors and QA leads

Steps

Go to MetriQA → Scorecards. Every workspace starts with a default Customer service scorecard.
Open a scorecard, or select New scorecard (it starts with the default criteria).
Use the language tabs to write the name and criterion labels in English, Bahasa Melayu and Chinese. Empty translations fall back to English.
Under Applies to, choose the channels (cases, email, chat, calls, AI agents) and teams. Leave them empty to apply everywhere.
For each criterion set the weight, turn on Auto-fail for must-pass rules (for example PDPA), and write the AI evaluation instructions.
Select Save draft, then Publish version. New evaluations use the published version; past scores keep the version they were scored with.

A team-specific scorecard wins over a channel-specific one, which wins over a general one; then the higher priority.
Write instructions as you would brief a new reviewer: what earns 100, and what lowers the score.

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