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Rubric/Scorecard Structure
Rubric/Scorecard Structure

How rubrics are organized in MaestroQA

Written by Matt
Updated over a week ago

# How are rubrics structured?

If this is your first time building a rubric, we strongly recommend you reach out to your Account Executive or Customer Success Manager to learn more about rubric best practices.

With that said, Rubrics are structured as follows:

## Sections (marked in red)

A Section is used to group together similar criteria to help organize a rubric. There are 3 types of Sections:

• Standard Section: Contain scoring and non-scoring criteria. Criteria in here contribute towards the QA Score but cannot provide more scores than the max QA score.

• Bonus Section: Contain scoring and non-scoring criteria. Criteria here contribute towards the total QA Score and can also contribute past the total QA score. Questions here allow QA scores to exceed 100%.

• Auto-fail Section: Only contain auto-fail criteria. When one auto-fail criteria is selected, the QA score will always have a 0% QA score regardless of any other scoring options selected.

Example Section:

• Grammar and Tone: contains criteria that focus on whether the agent made grammatical errors and had an empathetic tone while working with a customer

## Criteria (marked in blue)

A Criteria is used to help a grader understand how to grade an agent on their performance. These often come in forms of questions such as:

• Did the agent make any spelling or grammar mistakes?

• Was the agent empathetic towards customer's issue?

• Was the customer issue properly identified?

## Options (marked in green)

An Option is an answer that a grader chooses when evaluating an agent on a Criteria.

On a high level, there are two types of Options:

• Scoring Options

• Non-scoring Options

# Understanding the Rubric Point System

Rubrics have two Point Systems that are listed at the bottom of a rubric.

Total Point Value:

Point System that adds up the maximum score of all the criteria in a rubric to determine the maximum score.

To learn more about how the math works, check out our article "How do Total Point Rubrics work?"

## Custom Weighting

Custom weighting means each section is worth the specified percent of the full 100% score.

To learn more about how the math works, check out our article "How do weighted rubrics work?"