# AI Operations Scorecard Template

Use this as the companion download for **The AI Operations Scorecard**.

## Operating context

**Worker / team:**

**Lane:**

**Channel:**

**Workflow version:**

**Worker version:**

**Model / provider configuration:**

**Cohort:**

**Reporting period:**

**Primary business outcome:**

## Executive scorecard

| Layer | Primary metric | Current | Baseline | Target | Trend | Status | Owner |
|---|---|---:|---:|---:|---|---|---|
| Reliability | Successful run rate |  |  |  |  |  |  |
| Interaction quality | Quality-accepted rate |  |  |  |  |  |  |
| Workflow execution | Correct completion / writeback |  |  |  |  |  |  |
| Human collaboration | Correct escalation / handoff |  |  |  |  |  |  |
| Business outcome |  |  |  |  |  |  |  |
| Governance | Critical control adherence |  |  |  |  |  |  |
| Unit economics | Cost per accepted outcome |  |  |  |  |  |  |

## Reliability

| Metric | Value | Threshold | Segment / note |
|---|---:|---:|---|
| Successful run rate |  |  |  |
| Channel connection success |  |  |  |
| Tool-call success |  |  |  |
| Timeout rate |  |  |  |
| Retry recovery |  |  |  |
| Duplicate-action rate |  |  |  |
| Failed writeback |  |  |  |
| Transfer completion |  |  |  |
| P50 response / cycle time |  |  |  |
| P90 response / cycle time |  |  |  |

## Interaction quality

| Dimension | Score | Hard gate? | Failure count | Note |
|---|---:|---|---:|---|
| Intent understanding |  |  |  |  |
| Accuracy / grounding |  |  |  |  |
| Completeness |  |  |  |  |
| Policy adherence |  |  |  |  |
| Required disclosure |  |  |  |  |
| Tone / clarity |  |  |  |  |
| Interruption handling |  |  |  |  |
| Closing / next step |  |  |  |  |

## Workflow execution

| Metric | Value | Threshold | Note |
|---|---:|---:|---|
| Completion |  |  |  |
| Correct route / branch |  |  |  |
| Required fields complete |  |  |  |
| Correct tool use |  |  |  |
| Correct disposition |  |  |  |
| System-of-record writeback |  |  |  |
| Follow-up created once |  |  |  |
| Rework |  |  |  |
| Stuck / paused work |  |  |  |
| SLA completion |  |  |  |

## Human collaboration

| Metric | Value | Threshold | Reason distribution / note |
|---|---:|---:|---|
| Escalation rate |  |  |  |
| Correct escalation |  |  |  |
| Missed escalation |  |  |  |
| Unnecessary escalation |  |  |  |
| Human takeover |  |  |  |
| Approval turnaround |  |  |  |
| Approval SLA breach |  |  |  |
| Human override |  |  |  |
| Material edit |  |  |  |
| Handoff context completeness |  |  |  |
| Customer repetition |  |  |  |
| Human review minutes |  |  |  |

## Business outcome

| Outcome | Eligible volume | Completed | Rate | Baseline | Difference | Caveat |
|---|---:|---:|---:|---:|---:|---|
| Primary outcome |  |  |  |  |  |  |
| Secondary outcome |  |  |  |  |  |  |
| Negative outcome |  |  |  |  |  |  |

## Governance

| Control | Pass / value | Threshold | Evidence / incident |
|---|---|---|---|
| Prohibited actions blocked |  |  |  |
| Actions inside limits |  |  |  |
| Approval not bypassed |  |  |  |
| Consent / DNC enforced |  |  |  |
| Required disclosure |  |  |  |
| Sensitive-data handling |  |  |  |
| Audit record complete |  |  |  |
| Version traceable |  |  |  |
| Pause time |  |  |  |
| Recovery time |  |  |  |

## Unit economics

| Cost component | Total | Per interaction | Per accepted outcome |
|---|---:|---:|---:|
| Telephony |  |  |  |
| Speech recognition |  |  |  |
| Model |  |  |  |
| Speech synthesis |  |  |  |
| Tools / integrations |  |  |  |
| Platform |  |  |  |
| Human review |  |  |  |
| Human takeover |  |  |  |
| Rework |  |  |  |
| Failed runs |  |  |  |
| **Total** |  |  |  |

## Exception distribution

| Failure class | Count | Rate | Top example | Owner | Action |
|---|---:|---:|---|---|---|
| Model |  |  |  |  |  |
| Knowledge |  |  |  |  |  |
| Workflow |  |  |  |  |  |
| Integration |  |  |  |  |  |
| Operating design |  |  |  |  |  |
| Customer / environment |  |  |  |  |  |

## Weekly operating decision

- [ ] Expand volume
- [ ] Hold volume
- [ ] Constrain authority
- [ ] Move to safer autonomy mode
- [ ] Change worker
- [ ] Change workflow
- [ ] Change knowledge
- [ ] Change integration
- [ ] Pause
- [ ] Stop

**Evidence:**

**Change hypothesis:**

**Test and rollback:**

**Owner and date:**