AI and human agents are now working side by side in the contact center, and by 2027, they’ll be inseparable. In fact, 98% of contact centers already use AI, and 85.6% have humans and AI working together to serve customers.
As automation becomes embedded in everyday interactions, quality management can no longer focus on humans alone. To deliver consistent, trustworthy customer experiences, organizations need a quality strategy that applies equally to both human and AI agents – one that is fair, measurable, and aligned to real-world expectations.
That’s where these contact center agent scorecard templates come in.
Our Human and AI Agent Scorecard Templates provide a standardized, industry-aligned framework for evaluating performance across every interaction – whether it’s handled by a person, an AI agent, or a combination of both. Built on proven industry best practices, these templates ensure consistency in how quality is measured across accuracy, compliance, customer effort, experience, and resolution outcomes.
By applying the same quality lens to both human and AI agents, organizations can:
Ensure AI behaves in ways that align with brand, policy, and customer expectations
Create consistent coaching and improvement standards across all agent types
Confidently scale automation without sacrificing experience or trust
Measure What Matters with Our Agent Scorecard Templates
Whether you’re evaluating human agents, AI agents, or blended interactions, these agent scorecards help you measure what matters most and improve it across every channel and industry.
No forms. No gates. No strings attached. Just click the button and start using the templates today.
