Customise your Agent QA process with our new Scorecard Builder

We’ve officially launched the new Scorecard Builder for Agent QA — making it easier than ever to build, update, and manage scorecards directly in the platform, no spreadsheet required.

Whether you’re creating your first evaluation form or maintaining a complex scoring model across multiple teams, the new Scorecard Builder gives you more control, flexibility, and visibility.

Scorecard creation how-to video

Scorecard creation how-to video

What’s new?

✅ Create and manage scorecards in the UI

You can build scorecards directly in EdgeTier, section by section, question by question — all with a live preview of what reviewers will see.

✅ Access new question types

You can choose from:

• Single Choice: For yes/no, pass/fail, or any clear-cut option. Enter up to 10 options.
• Numerical Rating: Create your own scales (e.g., 1–5, 1–10) to match your internal KPIs.
• Emoji Rating: Keep the smile/neutral/frown format, with a custom label for each option.
• Critical Failure (Optional): Any question can be marked as a Critical Failure. If the reviewer marks this question as failed, the entire review will be marked as a ‘fail’, even if the total score meets the pass threshold.