Unified Agent Quality Scorecard (AI + Human)
Make the manual human Agent Scorecard also score AI agents — automatically — on one
CRM-native quality lens, and surface it for QA. The initiative consumes the SkillPack engine's
9-metric evaluator (the AI judge already ships; and the scorecard already auto-scores the human
agent via auto_agent_scoring.rb — but nothing scores the AI agent), fuses it with the existing
human QA scorecard via a two-tier rubric (9 Qontak-calibrated
defaults in a separate group + org-owned custom params using the existing prompt field), and
scores per actor/segment so a room handled first by an AI agent then a human is scored for
both. This is Move 3 / Gap G2 of the Qontak AI Agent strategy.
QA Lane
Lane B — keeps a human QA gate. No Lane-B trigger is present (post-hoc analytics/scoring), but no E2E test specs exist for this initiative yet, so the Lane-A entry bar (100% E2E, spec-mapped coverage) is unmet — Lane B by default. Classified 2026-06-29.
Master index (ANCHOR)
See the ANCHOR for the full phase index, north-star metrics,
and initiative-level decisions. There is no Confluence ANCHOR page for this initiative; the
per-phase Confluence PRDs are linked in the table below (frontmatter confluence: points to the
lead Phase 1 page).
| Phase | PRD | Confluence | Status |
|---|---|---|---|
| Phase 1 — Scorecard Settings & Rubric Config | prds/phase-1-settings-and-rubric-config.md | QON/51229163544 | 📝 Draft |
| Phase 2 — AI Auto-Scoring & In-Room Scorecard | prds/phase-2-auto-scoring-and-in-room-scorecard.md | QON/51228868664 | 📝 Draft |
| Phase 3 — Unified Analytics Report | prds/phase-3-unified-analytics-report.md | QON/51228770359 | 📝 Draft |
| Phase 4 — Validation / Testing Harness | — (shared with ai-agent-testing) | — | ⏳ Not started |
| Phase 5 — Go-Live Gate | — | — | ⏳ Not started |
| Phase 6 — Self-Improvement Loop | — | — | ⏳ Not started |
| Phase 7 — Calibration & Ecosystem | — | — | ⏳ Not started |
| Phase 8 — Multi-Agent Scoring & Selectable Scorecard (parked) | prds/phase-8-multi-agent-scoring-and-selectable-scorecard.md | QON/51229229057 | 📝 Draft |