{
  "slug": "customer-support-agent-scorecard",
  "title": "Customer Support Agent Scorecard",
  "stage": "Consulting",
  "audience": "Support, CX, and operations teams",
  "summary": "A scorecard for support agents covering escalation quality, policy adherence, multilingual handling, hallucination risk, and customer outcome.",
  "href": "/studio/customer-support-agent-scorecard",
  "problem": "Support automation is judged by customer outcome, not chat polish. The scorecard tests whether an agent follows policy, knows when to escalate, handles mixed-language inputs, and avoids inventing exceptions.",
  "metrics": [
    "Resolution rate",
    "Escalation precision",
    "Policy adherence",
    "Tone consistency"
  ],
  "outputs": [
    "Support scenario pack",
    "Policy adherence matrix",
    "Escalation audit",
    "Rollout recommendation"
  ],
  "buyerQuestions": [
    "Will the agent respect our refund and exception policy?",
    "Can it handle bilingual or region-specific context?",
    "When should it escalate instead of improvising?",
    "Which support queues should be automated first?"
  ],
  "evidenceLinks": [
    [
      "Support Agent Policy Suite",
      "/benchmarks/support-agent-policy-suite"
    ],
    [
      "Consulting services",
      "/consulting"
    ],
    [
      "Contact Saujas",
      "/contact"
    ]
  ],
  "demoState": "Live support scorecard is connected to the Support Agent Policy Suite; client-specific policies can be converted into private benchmark packs.",
  "catalogRank": 4,
  "maturity": "Best introduced inside a consulting conversation",
  "packetPath": "/reports/studio/customer-support-agent-scorecard.md",
  "jsonPath": "/reports/studio/customer-support-agent-scorecard.json",
  "previewImage": "/reports/studio/previews/customer-support-agent-scorecard.png",
  "previewAlt": "Customer Support Agent Scorecard live Studio preview screenshot",
  "demoReadinessScore": 82,
  "demoReadiness": "Demo-ready with current generated traces and interactive controls; replace screenshots with product walkthrough video when available.",
  "missingForLiveDemo": [
    "Product walkthrough video",
    "Client-approved example",
    "Real run export"
  ],
  "handoffOwner": "Saujas",
  "nextDemoArtifact": "/reports/studio/customer-support-agent-scorecard.md"
}