{
  "publisher": "Actigy BPO",
  "version": "2026-10-18",
  "criteria": [
    {
      "name": "Understanding the issue",
      "weight": 20,
      "rating": null,
      "evidence_reference": "",
      "review_note": ""
    },
    {
      "name": "Answer and action accuracy",
      "weight": 25,
      "rating": null,
      "evidence_reference": "",
      "review_note": ""
    },
    {
      "name": "Resolution or next-step ownership",
      "weight": 25,
      "rating": null,
      "evidence_reference": "",
      "review_note": ""
    },
    {
      "name": "Clear and respectful communication",
      "weight": 10,
      "rating": null,
      "evidence_reference": "",
      "review_note": ""
    },
    {
      "name": "Process and record quality",
      "weight": 10,
      "rating": null,
      "evidence_reference": "",
      "review_note": ""
    },
    {
      "name": "Handoff and closure",
      "weight": 10,
      "rating": null,
      "evidence_reference": "",
      "review_note": ""
    }
  ],
  "critical_failure": null,
  "critical_evidence_reference": "",
  "threshold": "Set by authorized owner",
  "rating_scale": {
    "0": "Not met",
    "1": "Partly met",
    "2": "Fully met",
    "na": "Genuinely not applicable; reason required"
  },
  "note": "Use the article anchors. No customer transcript or personal data is required."
}