Support agent hiring scorecard
Score support candidates on the six skills that actually predict chat performance, weighted so the ones you can't coach count for more. The scores travel in the link, so the whole panel can fill in the same rubric.
Weighted score
75/ 125
60% of the maximum
Read
Borderline
Works if a teammate covers the weak axis
Weakest axis
Tool fluency
Scored 3/5 at ×3
Score each skill
A 5 explains why the customer is annoyed before explaining the fix
A 5 writes one short paragraph a stranger can act on, first time
A 5 holds three conversations without any of them going quiet
A 5 finds the order, the log and the macro without being walked through it
A 5 knows what they can't fix and hands it over early, with context
A 5 covers the hours you're actually busiest, not just some overlap
Scores and the candidate name travel in the link. Notes stay in this browser. They go into the copied text and the download, so nothing sensitive ends up in a URL you paste into a group chat.
The weights are a starting rubric, not a verdict. Change them to match the role, and score two candidates in two tabs to compare. Weighted totals are only comparable when both used the same weights.
How to use it
- 1Put the candidate's name in, then score each skill 1-5 while the interview is fresh.
- 2Change the weights to match the role — the weighted total only compares candidates who were scored the same way.
- 3Copy or download the scorecard for your notes, or send the link so the rest of the panel scores the same rubric.
FAQ
Yes. The weights shown are a starting rubric for a chat support role, not a verdict. Change them to fit the job, but score every candidate with the same weights or the totals are not comparable.
- Weight what you cannot coach. The defaults count hard-to-teach skills such as empathy and judgment for more.
- Fix the weights before interviews. Changing them mid-process makes earlier scores incomparable.
- Weights travel in the link. Share the URL and the panel scores with the same rubric.
The rest of the free tools are on the tools page.
Still have a question? Contact us or browse the docs.
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See also: Pricing