---
title: Agent Quality Monitoring (AQM) Scorecard Form
slug: secure-assist/agent-quality-monitoring-aqm-scorecard-form
icon: 💹
createdAt: 2025-09-13T03:21:31.946Z
---

The** Agent Quality Monitoring (AQM) Scorecard** is designed to evaluate and enhance the performance of customer service agents across all interaction channels, including voice, chat, and email. It provides a structured framework for assessing communication skills, compliance, process adherence, and professionalism, ensuring consistency and fairness in evaluations.

The scorecard focuses on several categories: **Greeting and Introduction**, where the agent is assessed on proper greetings and customer verification; **Communication Skills**, which evaluates clarity, tone, pace, and listening ability; **Accuracy and Knowledge**, measuring whether the agent provided correct information and resolved the customer’s query; **Process Adherence**, ensuring scripts, call flows, and protocols were followed; **Empathy and Professionalism**, which captures courtesy, patience, and positive engagement; **Compliance and Security**, ensuring customer data and regulatory guidelines were respected; and **Documentation and Wrap-Up**, which evaluates whether notes were accurate and the interaction was closed effectively.

The form also captures **qualitative feedback**. Evaluators highlight the agent’s key strengths, areas needing improvement, and any action plans or coaching notes. This ensures that the scorecard is not just a grading tool but also a driver of continuous improvement and professional development.

The AQM Scorecard empowers supervisors with a clear and consistent evaluation process, helps agents understand expectations, and ultimately contributes to better customer experiences and stronger compliance in every interaction.

There are two steps in scorecard form assignements- 

**a) [Creating a new Scorecard Form](https://swfhdocs.tetherfi.com/secure-assist/creating-a-new-scorecard-form)**

**b) [Scorecard Form Assignment](docId\:tam3wrvq_1mrk2NtM-OdH)**

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