# 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.

## Buyer 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

## Deliverables

- Support scenario pack
- Policy adherence matrix
- Escalation audit
- Rollout recommendation

## Buyer Questions

- 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?

## Demo State

Live support scorecard is connected to the Support Agent Policy Suite; client-specific policies can be converted into private benchmark packs.

Demo readiness: 82/100

Missing for live demo:
- Product walkthrough video
- Client-approved example
- Real run export

## Connected Evidence

- [Support Agent Policy Suite](/benchmarks/support-agent-policy-suite)
- [Consulting services](/consulting)
- [Contact Saujas](/contact)

## Visual Preview

![Customer Support Agent Scorecard live Studio preview screenshot](/reports/studio/previews/customer-support-agent-scorecard.png)