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A rubric is the list of parameters a call is scored on, grouped into categories, each with a weight. Each use case, such as EMI collections, has its own rubric per channel; every call is scored against the rubric of its use case. In Ringg Analytics: Sidebar → Metrics. Everyone can read the metrics; only owners and admins change them.
EMI collections use case with Quality metrics, Business metrics and Custom variables tabs, cards for 10 parameters, 100 total weight, 4 categories and 2 fatal rules, and the Call Opening category listing two Yes / No parameters of weight 5 with their descriptions

The EMI collections rubric

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Set up a rubric

1

Create the use case

On Metrics, click New Use Case and name it for the kind of call, for example “EMI collections”.
2

Add the parameters

Open the use case. On Quality metrics, click Add parameters for one at a time, or Import Sheet to load a spreadsheet of them. Edit Rubric changes existing ones. Pick the channel the rubric applies to under Channel.
3

Check the totals

The cards at the top show the number of parameters, the Total weight, the categories and the Fatal rules.
New calls in the use case are scored against the rubric. Export downloads it as a spreadsheet.

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Parameters

Each parameter has a category, a weight, a scale, and a description the AI follows when it rates a call. The call’s score is the share of the total weight it earned, out of 100.
  • Fatal parameters are the ones a call can’t miss, such as verifying the customer’s identity. Missing one sets the call’s score to 0 and flags it FATAL.
  • Optional parameters don’t count toward the score.
Business metrics track outcomes such as a payment promise, and Custom variables declare values you send with each call; both are set per use case.

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Next steps

Interactions

See a call’s rating for each parameter.

Notifications

Alert agents on low scores or fatal misses.

Report cards

Each agent’s results per parameter.