> Source: https://builder-docs.ema.ai/agent-qa/scores
> Title: Understanding QA Scores and Scorecards

# Understanding QA Scores and Scorecards

## 5.1 How Scores Are Calculated

### Parameter Types

QA parameters have three types, each producing a different evaluation output:

Type

Evaluation output

Scoring behavior

**Boolean**

Pass / Fail / N/A

Participates in the weighted score calculation described below.

**Categorical**

A selected option from a closed set defined on the rule

Does not produce a pass/fail result. The selected category is recorded in the outcome; the parameter is excluded from the weighted score.

**Descriptive**

A free-text answer

Does not produce a pass/fail result. The answer text is recorded in the outcome; the parameter is excluded from the weighted score.

Untyped (legacy) parameters are treated as Boolean. The rule type is set when the parameter is configured and cannot be changed after creation.

### Weighted Score Formula

The QA score is computed from **Boolean parameters only**:

**Score = (Sum of passed Boolean parameter weights / Sum of applicable Boolean parameter weights) x 100**

In plain terms:

-   Every Boolean parameter has a **weight** reflecting its importance. Higher-weight parameters have a bigger impact on the score.
-   If you **pass** a Boolean parameter, its full weight counts toward the score.
-   If you **fail** a Boolean parameter, it contributes 0.
-   If a Boolean parameter is **N/A**, it is excluded entirely -- it does not help or hurt the score.
-   Categorical and Descriptive parameters are always excluded from the score calculation.
-   Matching between criteria names and rule tags is **case-sensitive exact match**.

### Worked Example

Parameter

Type

Weight

Result

Contribution

Greeting

Boolean

4

Pass

4

Empathy

Boolean

6

Fail

0

Issue Resolution

Boolean

10

Pass

10

Hold Time

Boolean

6

N/A

Excluded

Call Disposition

Categorical

—

"Resolved"

Excluded (outcome recorded separately)

Issue Summary

Descriptive

—

Free-text answer

Excluded (outcome recorded separately)

-   **Passed weight:** 4 + 10 = 14
-   **Total applicable weight:** 4 + 6 + 10 = 20 (Hold Time excluded because N/A; Categorical and Descriptive parameters excluded from score)
-   **Score:** 14 / 20 x 100 = **70**

### Edge Cases

Scenario

Score

Explanation

**All Boolean parameters N/A**

**100**

No applicable Boolean parameters means nothing failed. The system returns a perfect score.

**No Boolean parameters configured**

**0**

No Boolean rules to evaluate against. The system returns 0.

**Critical parameter failed**

**0**

Auto-fail overrides the weighted calculation.

## 5.2 Score Ranges

Score

What It Means

**76-100**

High. Meeting or exceeding quality standards.

**51-75**

Medium. Room for improvement. Review which parameters failed.

**1-50**

Low. Open the Scorecard and read the Rationale and Verbatims for failed parameters.

**0**

Auto-fail. A critical parameter failed, or no applicable criteria were found.

> [INFO]
> Your organization may set different thresholds -- check with your QA manager for your team's standards.

## 5.3 Critical Parameters and Auto-Fail

Parameters marked as **Critical** represent non-negotiable quality standards (e.g., regulatory compliance, inappropriate behavior). Only Boolean parameters can be marked Critical. If **any** critical parameter fails, the entire interaction scores **0**, regardless of how well everything else went.

> [WARNING]
> **A score of 0 does NOT mean everything was wrong.** It means one critical standard was not met. All other parameters may have passed.

To find which parameter caused the auto-fail:

1.  Open the interaction details
2.  Go to the **Scorecard** tab
3.  Look for the parameter marked **Failed** with a **Critical** indicator
4.  Read the **Rationale** to understand the specific issue
5.  Click the **"Source"** accordion to see the transcript evidence

## 5.4 Parameter Weights

Each Boolean parameter has a weight (must be > 0) that determines its relative importance in scoring. You configure weights per organization -- either generated by Auto-Learning based on your QA form, or set manually during parameter configuration. Categorical and Descriptive parameters do not have weights because they are not included in the score calculation.

Weights are relative, not absolute percentages. The score formula normalizes based on the sum of applicable Boolean weights, so the raw total does not need to equal 100.

## 5.5 What N/A Means

Sometimes a Boolean parameter is marked **N/A (Not Applicable)**. This means the rule did not apply to that particular call. Common examples:

-   **Hold time evaluation** when the agent did not put the customer on hold
-   **Upsell evaluation** when the call type did not involve a sales opportunity
-   **Greeting evaluation** when the recording started mid-conversation

**N/A does NOT count against you.** These parameters are removed from the calculation entirely.