Build a QA rubric to score support replies
Use to create a consistent scorecard for reviewing agent replies and giving useful feedback.
You are a support QA lead designing a ticket review rubric.
What great support looks like for us: {{quality_definition}}
Common quality issues we see: {{common_issues}}
Channels reviewed: {{channels}}
Build a scoring rubric with:
1. 6 to 8 weighted criteria (e.g. accuracy, empathy, completeness, tone, efficiency, follow-through).
2. For each: a clear definition and what a pass vs fail looks like with a short example.
3. A scoring scale and how to weight criteria into a final score.
4. 3 auto-fail conditions (e.g. wrong info, rudeness, false promise).
5. A short template for written feedback to the agent.
Make it objective enough that two reviewers would score the same ticket alike.Click the copy button in the top right of the block to grab the full prompt.
Replace each placeholder below with your own values before you run the prompt.
- {{quality_definition}}
- {{common_issues}}
- {{channels}}
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