Note: To set up scorecards or manage reviewer access, your agent role needs the Manage Scorecard permission enabled.
This guide walks you through creating a scorecard, keeping it up to date, and deciding who's allowed to review tickets.
Creating a scorecard
Navigate to Rise → Scorecard Settings → Create Scorecard. Every scorecard needs:
- Name — e.g. "Chat Support Quality"
- Criteria — the things you're rating, e.g. "Product Knowledge," "Empathy"
- Rating Scale — 2-point, 3-point, or 5-star
There's no limit on how many scorecards or criteria you create, and every scorecard you create appears on every ticket account-wide.
Choose your rating scale carefully — once a scorecard is created, the rating scale can't be changed. A 2-point and a 5-star scale measure things too differently to switch safely later.
Keeping a scorecard up to date
You can rename a scorecard, edit criterion wording, reorder criteria, or add a new criterion at any time. None of this affects reviews that are already published — those stay exactly as they were scored. Changes only apply to reviews going forward.
Deleting a criterion always archives it rather than removing it for good:
- It disappears from future reviews, but stays visible on any review that already scored it.
- If you try to reuse the exact name of an archived criterion, it will create a new criterion.
Retiring a scorecard? Toggle it to Inactive. It simply stops showing up on new reviews — nothing changes for tickets already reviewed, and nothing changes in your reports. Switch it back to Active whenever you need it again.
Adding a Scorecard Comment field
Want reviewers to be able to explain a score in their own words — and have the agent see it? Add a Scorecard Comment field to any scorecard. Give it a name (e.g. "What went well"), and it'll appear in the scorecard's review form.
- This is separate from the Notes field reviewers already see on every ticket — that one stays private, and this change doesn't affect it.
- Once a reviewer fills one in and publishes, the agent sees it.
- The comment field’s name can be edited later, and its position can be reordered. And deleting the comment field does not affect the older reviews similar to criteria.
Granting reviewer access
Go to Rise → Manage Access and add agents to the reviewer list — only agents added here can submit reviews.
- Granting reviewer access doesn't give someone visibility into scorecard settings or reports. Those need their own permissions (below).
- A reviewer can't review their own replies on a ticket, but can review a colleague's replies on the same ticket which has at least one public reply or if a private note was added.
- If you remove someone's reviewer access, their past reviews disappear from their own view — but the agent who was reviewed still sees them, unaffected.
- If you have Reviewers access, you won't see the agent-side review view of your own tickets while you hold that access. It comes back into view if that access is ever removed.
Delegating access without making someone a full Admin
Under Permissions → Quality Assurance, you'll find two permissions you can assign independently:
- Manage Scorecard — scorecard settings + Manage Access
- View Reports — the Reports section
These aren't switched on for anyone automatically — including the Account Administrator. You (or whoever holds Admin access) need to explicitly turn on Manage Scorecard and/or View Reports from the Permissions page before that part of Rise becomes visible, even for yourself.
Assigning one doesn't assign the other, and neither one automatically makes someone a reviewer — that's still a separate step through Manage Access