Customise your Agent QA process with our new Scorecard Builder

Whether you’re creating your first evaluation form or maintaining a complex scoring model across multiple teams, the new Scorecard Builder gives you more control, flexibility, and visibility.

What’s new?

✅ Create and manage scorecards in the UI
No more managing your criteria through spreadsheets and manual uploads. You can now build scorecards directly in EdgeTier, section by section, question by question — all with a live preview of what reviewers will see.

(Note: This includes viewing and editing your current scorecards, if you’re already using the Agent Review features.)

✅ Access new question types 
You’re no longer limited to emoji-based ratings. Now you can choose from:

• Single Choice: For yes/no, pass/fail, or any clear-cut option. Enter up to 10 options.
• Numerical Rating: Create your own scales (e.g., 1–5, 1–10) to match your internal KPIs.
• Emoji Rating: Keep the smile/neutral/frown format, with a custom label for each option.
• Critical Failure (Optional): Any question can be marked as a Critical Failure. If the reviewer marks this question as failed, the entire review will be marked as a ‘fail’, even if the total score meets the pass threshold.

✅ Edit sections and point values
Structure your scorecards with clear sections and set custom point values per answer, giving you complete flexibility in how evaluations are weighted and scored. (Note: Questions marked as ‘N/A’ will be discounted – they will not harm nor benefit the agent’s total score.)

✅ Drag and drop layout
Reorder sections and questions with a simple drag-and-drop interface, and preview the scorecard in real time before publishing.

✅ Add optional reviewer guidelines
Need to give reviewers more context? Add longer guidelines that appear only on hover, to help standardise evaluations without cluttering up the scorecard.

✅ Set a pass threshold for each scorecard
Define what counts as a pass or fail for each scorecard by percentage, so that reporting stays clear and consistent. This enables you to filter for passed or failed evaluations in the system and see a pass rate over time or per team.

✅ Scorecard Preview and change tracking 
Preview your edits to see how the scorecard will look, and view a built-in changelog so you can:

• See what your current version will look like
• See who edited a scorecard, and when
• Ensure that updates to an existing scorecard don’t affect historical reviews

These changes make it faster to build great scorecards, easier to collaborate with your QA team, and safer to tweak questions and criteria without breaking anything already in place.

If you’re already using our Agent QA Reviews features, this upgrade is live in your account now.

Not using Reviews yet? Get in touch with your Customer Success Manager, and we’ll help you get started.