AI assessment for contact centre agents
Rubric-graded, human signed-off. Not a quiz generator.
Free plan - no card required.
Scorafy is the assessment-feedback layer for contact centre onboarding and quality coaching. It reads an agent's open-ended submission - a recorded mock call, a written response to a customer scenario, a complaint-handling answer or a process walkthrough - then scores it against your own rubric with cited evidence taken from the work. A reviewer such as a team leader or quality coach checks every result and signs off before it is recorded, so no judgement is made by software alone. It is not a telephony platform or workforce system - it reads the submission the way a coach would and handles the grading and feedback alongside the tools you already use.
What you assess for contact centre agent competency
- Handling a call to resolution with empathy, including acknowledging the customer before jumping to the fix
- De-escalating an upset or angry customer and bringing the conversation back to a constructive path
- Following process and using the systems correctly, including capturing the right information accurately
- Compliance and privacy on a call, including identity verification and handling personal information correctly
- First-contact resolution and clear next steps, including setting accurate expectations the business can meet
A worked rubric criterion
You define the criteria and levels. Scorafy grades each answer against them, with the evidence.
Criterion
De-escalates an upset customer and moves to a resolution
Why a quiz won't cut it
A multiple-choice quiz can confirm an agent memorised the script and the policy, but it cannot show whether they can calm an angry caller, show genuine empathy, or resolve the real issue while staying compliant. Contact centre skill is judgement in a live conversation, and it lives in how an agent handles a call and explains their approach. Scorafy grades that open-ended evidence against your rubric, so you assess how the agent actually handles customers, not whether they passed a knowledge check.
Written, video, audio or file
Audio and video are central to contact centre assessment because the work is the conversation. An agent can upload a recorded mock call or a role-played scenario, and Scorafy assesses the actual interaction against your rubric - the empathy, the de-escalation, the compliance, the resolution - rather than a written summary of it. Written artefacts such as a case note or a process walkthrough are assessed alongside the recording.
A qualified person signs off
Scorafy drafts the scoring against your rubric and references the evidence. A qualified assessor reviews every result, overrides anything, and finalises it. The AI score is kept alongside the human-final score as an audit trail, so no decision is solely automated and every result can be explained.
Compliance and defensibility
Onboarding and quality sign-off decide whether an agent is ready to handle customers and personal information, so a human reviewer should confirm it. Scorafy is built compliance-first under the GDPR and the EU AI Act, which matters when call scenarios can involve personal data. A reviewer checks and signs off every result - there is no solely-automated decision about whether an agent has passed. Every score keeps an audit trail showing the cited evidence and the reviewer who confirmed it, which gives the team a consistent, defensible quality record.
Frequently asked questions
Can Scorafy assess a recorded mock call?
Yes. An agent can upload a recorded mock call or role-played scenario. Scorafy assesses the actual conversation against your rubric, cites the moments that support each judgement, then a reviewer such as a team leader or quality coach signs off.
Can the rubric reflect our own quality scorecard?
Yes. You write the rubric, so it can mirror your quality scorecard - empathy, compliance, process adherence, resolution. Scorafy grades the evidence against those criteria and shows the reasoning behind each score.
Does software decide whether an agent passes?
No. Scorafy drafts the scoring against your rubric and shows its reasoning, but a reviewer checks, can override any score, and signs off before the result is recorded. No decision is made by software alone.
Is Scorafy a telephony or workforce platform?
No. Scorafy is the assessment-feedback layer. It grades open-ended contact centre work such as mock calls against your rubric, and it works alongside whatever telephony, quality or LMS tools you already use.
See it on your own rubric
Start free, build one rubric, and run a real submission through it before you decide.