Use the criteria that apply to your work
Quality expectations may vary by queue, role, or location.
This page is a sample structure, not Northstar's approved evaluation rubric. Before publishing, link or connect the current criteria from the confirmed quality owner and state which queues, roles, and locations they cover.
If a criterion is unclear or appears not to match the customer interaction, note the question and raise it through your confirmed team route. Do not assume a sample example is an official scoring rule.
A clear way to present approved criteria
Replace these sample prompts with criteria confirmed by Northstar before use.
Customer understanding
State the approved observable behavior for confirming the customer's request.
- Example prompt: the agent summarizes the need before moving to a solution.
- Specify the queues and interaction types where the criterion applies.
Accurate handling
Describe the observable action that demonstrates the correct process for the interaction.
- Name the authoritative procedure used to assess the action.
- Explain how exceptions are handled only after the owner confirms the rule.
Complete close
Identify the approved steps for summarizing the outcome and recording any follow-up.
- Use the recording requirements for the applicable queue.
- Clarify what happens when another team owns the next action.
Ask about a criterion or correction
Use the confirmed quality owner or team route.
If a criterion is missing, unclear, or inconsistent with the approved source, share the criterion name and a brief example through your team's confirmed quality question route. Do not include unnecessary customer information.
Configure the authoritative quality resource and correction route after Northstar confirms their owners.