Conversation Scorecard

A QA scorecard result for this conversation. Returned in the scorecards array on conversation responses when include_scorecards=true is passed.

scorecard_idstring

The unique identifier of the scorecard definition.

Example:"67890"

scorecard_version_idstring

The unique identifier of the specific scorecard version that produced this result.

Example:"67891"

namestring

The name of the scorecard.

Example:"Standard QA Review"

scorecard_typestring

The type of scorecard.

Example:"human"

passedboolean or null

Whether the conversation passed the scorecard. Null when the scorecard has not been scored.

Example:true

scorenumber or null

The numeric score for the scorecard. Null when the scorecard has not been scored.

Example:0.85

ai_scorenumber or null

The numeric score produced by AI evaluation, if applicable. Null when not AI-scored.

Example:0.9

evaluated_atinteger or null, (date-time)

The time the scorecard was last evaluated. Null in the rare case the underlying record's timestamp is not yet set.

Example:1719493065

reviewed_teammateobject(Reviewed Teammate)

The teammate (or AI agent) whose handling of the conversation was reviewed by this scorecard.

reviewerobject or null(Reviewer)

Who reviewed this scorecard. ai when Fin auto-reviewed it; admin when a teammate did. Null when no review exists for this scorecard or no reviewer has been assigned yet.

review_statusstring or null

The status of the review of this scorecard, as shown in the QA reviews list in Intercom. unreviewed while the review is waiting for a reviewer's verdict; submitted once the review has been submitted; passed_review, needs_fix, wont_fix or fix_complete when a teammate set a specific outcome. Null when no review exists for this scorecard.

Enum:"unreviewed""submitted""passed_review""needs_fix""wont_fix""fix_complete"

Example:"submitted"

evaluatorsArray of objects(Conversation Scorecard Evaluator)

Per-evaluator results within this scorecard.

{
  "scorecard_id": "67890",
  "scorecard_version_id": "67891",
  "name": "Standard QA Review",
  "scorecard_type": "human",
  "passed": true,
  "score": 0.85,
  "ai_score": 0.9,
  "evaluated_at": 1719493065,
  "reviewed_teammate": {
    "type": "admin",
    "admin_id": "991267715"
  },
  "reviewer": {
    "type": "admin",
    "admin_id": "884120017"
  },
  "review_status": "submitted",
  "evaluators": [
    { … }
  ]
}