Custom Objective Rubrics

Define what success looks like for your team by creating custom scoring rubrics.

Why Customize?

Default scoring works well for most teams, but your business may have specific priorities. A sales team focused on appointment setting has different success criteria than a support team focused on first-call resolution.

Creating a Rubric

1. Open the Chat interface in your project
2. Use the objective definition tool to start creating a rubric
3. Choose the interaction type (conversion, resolution, informational, recovery)
4. Define your scoring criteria for each level (1-5)
5. Test your rubric against sample interactions
6. Save when you're satisfied with the results

Rubric Per Interaction Type

You can define different rubrics for each interaction type within the same project. This means your conversion calls can be scored on sales behaviors while your support calls are scored on resolution quality.

Testing & Calibration

Before saving a rubric, test it against a stratified sample of interactions to ensure scores align with your expectations. Compass pulls examples across different score levels so you can verify consistency.

Tip

Start with the default rubric and adjust based on what you see. Small changes often have big impact.