The scenario
A QA team needs a repeatable process to evaluate call center agents against quality scorecards, identify gaps, and route outcomes into coaching or approval.
What is in this drawing
Read the decisions behind it.
01
Are all mandatory scorecard criteria satisfied?
02
Does the final score meet the target threshold?
03
Does the agent dispute the scorecard result?
Use this flowchart to standardize call center quality scorecard evaluations and feedback loops when deploying or auditing agent performance programs.
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