Evaluation Rubrics

Evaluation Rubrics

Evaluation rubrics define the criteria used to score calls in COPC Evaluation. Each rubric contains a list of weighted criteria that calls are evaluated against.

Accessing Evaluation Rubrics

Navigate to Settings > Evaluation Rubrics to manage your rubrics.

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Creating a New Rubric

1. Click New Rubric
2. Fill in the rubric details:
   • Name — A descriptive name (e.g. “Customer Service Evaluation Q2”)
   • Description — Optional explanation of when and how this rubric should be used
3. Add evaluation criteria (see below)
4. Click Save

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Understanding Criteria

Each criterion in a rubric has the following fields:

Field	Required	Description
ID	Yes	Unique identifier (e.g. greeting, data_verification)
Name	Yes	Display name (e.g. “Greeting Protocol”)
Description	No	What the evaluator should look for
Max Points	Yes	Maximum score for this criterion (must be > 0)
Section	No	Group label (e.g. “Opening”, “Body”, “Closing”)
Critical Error	No	If checked, scoring 0 on this criterion fails the entire call

Critical errors: When a criterion marked as critical receives a score of 0, the entire call automatically scores 0% regardless of other criterion scores. Use this for non-negotiable requirements like identity verification or compliance disclosures.

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Adding Criteria Manually

1. Click Add Criterion in the rubric editor
2. Fill in the fields for each criterion
3. Repeat for each criterion you want to add
4. The editor shows a running total of criteria count, total points, and critical criteria

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Importing Criteria from CSV

You can bulk-import criteria from a CSV file:

1. Click Import CSV in the rubric editor
2. Select your CSV file

CSV format — one row per criterion, no header row:

id,name,description,max_points,is_critical,section

Example CSV:

greeting,Greeting Protocol,Agent greets customer and identifies themselves,10,false,Opening
verification,Data Verification,Agent verifies caller identity,15,true,Security
active_listening,Active Listening,Agent demonstrates active listening skills,10,false,Body
resolution,Issue Resolution,Agent resolves or properly escalates the issue,20,false,Body
closing,Closing Protocol,Agent summarizes and closes appropriately,10,false,Closing

Notes:

• Columns: id, name, description, max_points, is_critical, section
• is_critical accepts: true, 1, yes (anything else is treated as false)
• Rows with fewer than 4 columns or missing required fields are skipped
• Importing replaces all existing criteria in the rubric

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Editing and Deleting Rubrics

• Edit: Click the edit icon on any rubric card to modify its name, description, or criteria
• Delete: Click the delete icon to permanently remove a rubric

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Best Practices for Rubric Design

• Keep criteria focused — Each criterion should evaluate one specific behavior
• Use meaningful IDs — IDs appear in exports and reports, so make them descriptive
• Balance point weights — Assign more points to criteria that matter most
• Use critical errors sparingly — Reserve them for truly non-negotiable requirements
• Group with sections — Use sections to organize criteria logically (e.g. Opening, Body, Closing)
• Test with a small batch — Run a few calls first to calibrate your rubric before large-scale evaluation