A rubric, also known as a scorecard, is scoring guide that is used to evaluate agent performance. With a properly set up Rubric, customers can get a better sense of how their team is doing relative to company standard guidelines.
Rubrics serve as a core function in MaestroQA, and Rubrics are used to:
- Conduct AgentQA
- Evaluate graders through GraderQA
- Hold Team Calibration Sessions
- Create Complex Reports
Where can I manage my rubrics in MaestroQA?
By default, only MaestroQA Admins can create and edit Rubrics, but if users have the proper permissions, they can access rubrics by:
- Clicking on Settings
- Click on Rubrics
On this page users can:
- Create or edit Rubrics
- Manage what rubrics users can use
- Enable or disable old rubrics
Users who do not have access to this page should contact their MaestroQA Admin to help out with their Rubric questions.