{"id":"cx-qa-scorecard-exchange-reply","audience":"customer-support","category":"support-work","technique":"verification","track":"support","level":"intermediate","title":"Score an agent's reply on your QA scorecard with evidence","free":false,"task":"Score this agent reply on your five QA items: Uses name, Answers question, Correct policy, Clear next step, Friendly tone. Since Nov 1, exchanges are free within 30 days, with no shipping fee. Make a table with exactly the columns Item, Result, Evidence, where Result is only PASS or FAIL and Evidence is a short quote from the reply. End with one line in the form \"Score: X/5\". Plain text table, no bold or headings.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #83310 (Nov 4)\nCustomer (Marcus Bell): Hi, the hiking boots I got on Oct 20 are half a size too small. Can I swap them for a 10.5? I'd like to keep the same color.\n\nAGENT REPLY (Jade, sent Nov 4):\nHi Marcus,\n\nThanks so much for reaching out, and sorry the boots don't fit! Yes, you can exchange them for a 10.5 in the same color. Exchanges are accepted within 30 days, and there's a $5 return shipping fee that we'll take off your refund. We'll get that sorted for you.\n\nHave a wonderful day and happy hiking!\nJade\n\nQA REVIEWER NOTES (draft, other reviewer)\nLooks fine to me, 5/5. Friendly, quick, answered.","rules":[{"type":"plainText"},{"type":"maxWords","max":160}],"mistakes":[{"title":"Trusting the other reviewer","why":"The AI sees \"5/5\" in the notes and agrees with it.","fix":"Say: \"Score it yourself. Ignore the draft notes.\"","checks":["r2"]},{"title":"Not giving the current policy","why":"The AI can't know exchanges became free on Nov 1, so the $5 fee looks fine.","fix":"Tell it: \"Since Nov 1, exchanges within 30 days are free, no shipping fee.\"","checks":["r1"]},{"title":"Leaving the format open","why":"The AI writes a paragraph per item or invents a 1-10 scale.","fix":"Say: \"Columns Item, Result, Evidence. Result is PASS or FAIL only.\"","checks":["r0"]},{"title":"Getting a report back","why":"AI wraps the table in headings, bold and coaching tips.","fix":"Add: \"Only the table and the Score line. No bold, no headings.\"","checks":["plainText","maxWords"]}],"promptHints":[{"label":"Gives the current policy","patterns":["nov(ember)? 1","free","no (shipping )?fee"]},{"label":"Sets the result labels","patterns":["pass or fail","pass/fail"]},{"label":"Asks for evidence","patterns":["evidence","quote"]},{"label":"Gives the score line","patterns":["score:","x/5","/5"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"A QA score is only fair against today's policy. Tell the AI what changed, how to mark each item and to quote the evidence.","rubricLabels":["The table has exactly the columns Item, Result, Evidence, one row for each of the five items, and every Result is PASS or FAIL","Correct policy is FAIL, with evidence quoting the $5 return shipping fee, and Clear next step is FAIL because the reply never says what Marcus should do or what happens next","The last line reads \"Score: 3/5\" and does not copy the other reviewer's 5/5"]}