How Scoring Works¶
Every interaction evaluated by Compass receives a Compass Score — a universal quality rating from 1 to 5.
What the Score Measures¶
The Compass Score reflects how well an interaction achieved its objective:
| Score | Meaning |
|---|---|
| 5 | Exceptional — exceeded expectations |
| 4 | Good — met the interaction's objective effectively |
| 3 | Adequate — partially met objectives with room for improvement |
| 2 | Below expectations — significant gaps in quality |
| 1 | Poor — failed to meet the interaction's objective |
Scoring by Interaction Type¶
Compass recognizes different interaction types and evaluates them appropriately:
- Conversion — sales calls, lead qualification, appointment setting
- Resolution — support tickets, troubleshooting, issue resolution
- Informational — inquiries, FAQs, general information requests
- Recovery — escalations, complaints, service recovery
Each type has different success criteria. A great sales call looks different from a great support interaction.
Continuous Improvement¶
Scores improve over time as Compass learns from your team's patterns and feedback. Custom rubrics let you align scoring with your specific business goals.