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Read your own QM scorecard

Most CCaaS platforms keep quality scorecards inside the supervisor console, so an agent learns how they are doing when a manager screenshots a report and walks it over. Devotel Orbit ships the agent’s view directly: every agent can open /me/scorecard any time and see exactly what the quality pipeline says about their own conversations — no supervisor detour, no waiting for a review meeting. The scorecard also closes the coaching loop one step earlier. Once an agent can see which rubric is failing and why, they can act on it the same day instead of discovering it in a monthly one-on-one.

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What the scorecard shows

The page reads from the same LLM-judged outcomes that feed the supervisor quality dashboards — only conversations assigned to you, scored by the quality judge. From top to bottom:
  • My performance — the agent-facing gamification panel: points earned, a per-rule breakdown, badges, and your anonymised rank on the team board. It is the same card an agent sees under Quality → Leaderboard.
  • Window and channel controls — scope the whole page to the last 7, 30, or 90 days. A channel toggle narrows All channels to Inbox-only outcomes; leave it on All unless you are isolating chat work.
  • KPI tiles — Total scored (rubric evaluations in the window), Overall pass rate (with the passed/total count underneath), and Avg confidence (how sure the judge was on average). The totals aggregate the full evaluation population, so they always match the daily trend below.
  • By rubric — one row per rubric, sorted by lowest pass rate first: rubric name, its scope badge (inbox or org), passed/total counts, and the pass-rate bar. Color thresholds apply everywhere on the page: green at 80% and above, amber from 60%, red below that.
  • Top failure modes — a compact list of the rubrics dragging the overall rate down. This is the coaching focus: the rubric at the top of this card is the one to fix first.
  • Daily trend — a per-day bar chart of evaluation volume, colored by that day’s pass rate, so you can see whether a rough week is a pattern or a blip.

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Who can view it

The scorecard is role-scoped on the API, not just hidden in the UI:
  • You (the agent) — can always read your own scorecard. No extra role is needed; any operator with inbox access opens it from the user menu.
  • Owner, admin, or supervisor — can also read any agent’s scorecard, and typically do it from the supervisor view described below.
  • Any other agent — requesting a scorecard that is not yours returns 403. Agents never see each other’s rubric results; the only cross-agent comparison visible to an agent is the anonymised rank on the gamification panel.
If the page shows a “scorecard isn’t available” message, quality management is not enabled for your organization — ask your admin. If it shows “No scored conversations yet,” quality is enabled but nothing you have handled has been scored in the current window; rubric evaluations appear after you start handling conversations.

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Drill into a failed rubric

Start from Top failure modes or the bottom of the By rubric list — both surfaces are sorted so the weakest rubric comes first. Then:
  1. Check the counts, not just the percentage. A 40% pass rate over five evaluations is noise; the same rate over two hundred is a real problem. The passed/total count beside each rubric tells you which one you have.
  2. Confirm the pattern over time. The daily trend shows whether the failure is steady or tied to specific days — useful for separating “I do this wrong” from “Monday’s incident skewed the sample.”
  3. Widen the window before concluding. Compare 7 days against 90 days: a rubric that is failing on the short window but healthy on the long one is already recovering.
  4. Read the related coaching material. Coaching notes and supervisor reviews about your evaluations surface on the same page and in Quality → Evaluations, where you can acknowledge an evaluation or appeal one you disagree with — the appeal includes your written note and goes back to a reviewer to resolve.

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The coaching loop without a supervisor screenshot

The loop works because the agent sees the same facts the supervisor sees, at the same time:
  1. Your rubric pass rates drop — you see it on /me/scorecard as soon as the judge’s evaluations land.
  2. A low-scored or flagged evaluation can also open a coaching plan for you automatically; it appears under Voice → Coaching → Coaching plans with any training modules your supervisor attaches.
  3. You work the point — acknowledge or appeal evaluations in Quality → Evaluations, complete the coaching plan’s modules.
  4. The same scorecard confirms the recovery: the failing rubric climbs back above 80% and moves out of the Top failure modes card.
No supervisor has to export a report for any step of that — the supervisor’s role shifts from “report runner” to “reviewer and coach.”

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Compare with the supervisor view

Supervisors, admins, and owners get a second surface built on the same data: Quality → Agents → agent. It renders the same rubric scorecard and trend, framed for looking at someone else, plus supervisor-only context around it — the unified performance strip (QA score, adherence, AHT/FCR, CSAT, compliance flags) and the coaching-focus card with the agent’s weakest rubrics and active coaching plan. Agents who open the supervisor URL for their own id see the same scorecard; the extra strips only render for elevated roles.

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Over the API

The same scorecard is available programmatically — self-reads require only the standard inbox read scope:
  • days accepts 7, 30, or 90 (default 30).
  • conv_type accepts all or inbox.
  • Requesting another agent’s id without an owner, admin, or supervisor role returns 403.

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See also