Building scorecards & rubrics
The AI doesn't invent what “good” means — it scores against a rubric you write. Get the scorecard right and every score downstream inherits your definition of quality.
A scorecard is your rubric, written in Resonant IQ. It's an ordered set of criteria — and each criterion has a type that decides how it's scored: some are judged by the AI, some are mechanical checks on timing, and some pull in a customer's own feedback. Together they define what quality means for your team, and every conversation is scored against exactly this set.
Three kinds of criterion
Every criterion is one of three types. Choosing the right type is most of the design work — it decides whether the AI judges the criterion, a clock does, or your customers do.
Only qualitative and threshold criteria carry weights, and those must total exactly 100%; customer-feedback criteria sit outside that total unless you include them. Any criterion can also be marked Critical — if it fails, its conversation is always flagged for a person, whatever the overall score.
Anatomy of a scorecard
A working scorecard usually mixes the types. The weighted criteria roll up into the conversation's overall score; a customer-feedback criterion can ride alongside without diluting it. Here's one mid-build.
Writing criteria that score well
This is about qualitative criteria — the ones the AI judges from your words. (Threshold and customer-feedback criteria are mechanical: you set a time limit or point at a feedback field, so they need no description.) For the qualitative ones, a few habits make a rubric that scores the way you'd score it yourself:
Versioning keeps scores honest
Every score is tied to the scorecard version in effect when it was scored. Editing criteria, weights, or customer-feedback inclusion and hitting Save new version publishes an immutable version — the editor won't let you publish until scored weights total 100%. Past conversations keep the scores they were given under the old version, so history isn't silently rewritten under a new definition of quality.
That's what makes an average trustworthy: a rising score means the work improved, not that the bar moved. When you do change the rubric, expect a short recalibration window while new scores settle against the new criteria. From there, act on the scores in Working the Queue and Scores, flags & coaching.