Quality
Score what was actually said.
Review real conversations against the path you agreed on. Every line is pass, fail, or not asked — never a number invented to fill a dashboard.
Automatic scoring from transcripts is later. Today a person reviews, and the card is what makes it honest.
- Score against the steps you defined, not a generic template
- Not asked is a real answer, and usually the most useful one
- No reading when nothing was scored — never a fake percentage
- When the same line fails often, that is a process problem, not a people problem