Scorecard Forms in Aura are structured evaluation templates used to assess the performance of human agents during customer calls. These forms allow supervisors and quality analysts to review interactions using predefined criteria and assign scores based on the agent’s performance. Each scorecard form contains sections and questions that represent different aspects of the call, such as communication quality, issue handling, compliance, and customer experience. The evaluation results help organizations monitor agent performance, maintain service quality, and generate insights through Aura’s analytics.

Why Scorecard Forms are Important

Scorecard forms provide a standardized way to evaluate agent calls. Without structured evaluation criteria, quality monitoring becomes subjective and inconsistent. Scorecard forms help organizations:

Maintain consistent evaluation standards across teams
Measure agent performance using structured scoring
Identify coaching and training opportunities
Ensure compliance with operational guidelines
Generate performance analytics for agents

Since Aura focuses on AI-powered analytics for human agents, scorecard forms act as the foundation for quality monitoring and performance analysis.

Creating a Scorecard Form

Follow these steps to create a new scorecard form.

Step 1: Navigate to Scorecard Forms

From the left navigation menu: Scorecard Forms → Create Form This opens the scorecard form builder.

Step 2: Enter Form Details

Provide the basic details for the scorecard.

Form Name

Enter the name of the scorecard.
Example: Customer Support QA Evaluation

Form Description

Provide a brief description explaining the purpose of the form.
Example: Evaluates customer support calls based on greeting, communication clarity, and issue resolution.

Marks Configuration

Aura allows score-based evaluations. When marks are enabled:

Each question contributes to the total score
The system automatically calculates the maximum marks

Components of a Scorecard Form

A scorecard form is composed of several configurable components that define how evaluations are structured.

Sections

Sections help organise evaluation criteria into logical groups. Examples include:

Greeting & Introduction
Communication Skills
Issue Resolution
Compliance

To create a section:

Click Add Section
Enter the Section Name
Define the Total Marks

The marks assigned to the section are equally distributed across all questions in that section. Example: Section Marks: 10 Questions: 2
Each question will carry 5 marks.
Users can also:

Delete sections
Rearrange sections
Modify section details

Questions

Each section contains one or more questions used to evaluate specific aspects of the call. Example questions:

Did the agent greet the customer professionally?
Did the agent clearly understand the issue?
Was the solution communicated properly?

Users can:

Add multiple questions
Delete questions
Rearrange questions within a section

Question Format

Each question in the scorecard follows a structured format to ensure consistent evaluation.

A question includes the following elements:

Question

The evaluation statement used to assess a specific behaviour or action during the call.
Example: Did the agent greet the customer professionally?

Response Type

Defines how the evaluator responds to the question. Aura supports multiple response formats, including:

Boolean (Yes / No)
Multiple Choice (Bullets)
Multiple Choice (Checkbox)
Comment-based responses
Mixed question types

These formats allow the scorecard to capture both quantitative scores and qualitative feedback.

Response Options

Depending on the response type, evaluators can select from predefined options. Example: Yes / No
Each option can be assigned a score value. Example:
Yes → 5 marks
No → 0 marks

Question Options

Each question can include additional evaluation options.

Comments

When enabled, the Comments option allows evaluators to provide written feedback during evaluation. This helps reviewers explain the context behind the score and provide constructive feedback for agent improvement. Example:
The agent greeted the customer politely but missed confirming the order number.

N/A Field

The N/A (Not Applicable) field allows evaluators to mark a question as not relevant to the call being reviewed. Example:
If the call does not involve billing, billing-related questions can be marked as N/A.
This ensures agents are not penalized for scenarios that did not apply to the interaction.

Fatal Section

Aura allows users to create Fatal Sections for critical evaluation criteria.
Fatal sections contain questions that represent serious compliance or process violations. Examples include:

Security verification not performed
Incorrect information was provided to the customer
Mandatory compliance statement skipped

Users can add multiple questions in a single section.
If a fatal question fails, the evaluation may result in automatic failure regardless of the total score.

AI-Generated Sections

Aura also allows users to generate scorecard sections using AI. To generate a section:

Click the Generate Section option
Describe the section you want to create
Select the number of questions
Choose the question type

Supported question types include:

Multiple Choice (Bullets)
Boolean
Comment
Multiple Choice (Checkbox)
Mixed Questions
All Types

Aura will automatically generate relevant evaluation questions based on the prompt.
This helps teams quickly build structured scorecards without manually writing each question.

Previewing the Form

Before saving the scorecard, users can review the structure using the Preview button. The preview allows users to check:

Section structure
Question order
Response types
Scoring distribution

Saving the Form

Once the scorecard structure is complete: Click Save
The form will be available in the Scorecard Forms dashboard and can be used to evaluate agent calls.

Human Analytics

Add Your Custom Scorecard

Why Scorecard Forms are Important

Creating a Scorecard Form

Step 1: Navigate to Scorecard Forms