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The score itself

Each criterion is scored from 0 to 100 based on the transcript, then combined using its weight. Mandatory criteria that are missed cap the final score at the value configured on the scorecard.

Why a score can change between attempts

Two conversations are never identical. A slightly different persona reaction, a question asked in a different order, a shorter answer — all of these legitimately move a score. This is a feature: it is why five attempts tell you more than one.

Comparing people fairly

Only compare scores on the same scenario. Scores across different scenarios use different criteria and different difficulty, so a 78 on a renewal and a 78 on an escalation mean different things.

Reading the dashboards

The team dashboard shows the median and the spread per criterion. The spread is usually more actionable than the median: a criterion where everyone is average needs a process fix, one where the spread is wide needs coaching.

Exporting

Everything is available through the API and webhooks, including per-criterion scores and the transcript. See the developer documentation for the endpoints.