Scoring Tests
Information Completeness
Evaluate agent's ability to fully answer everything the customer asked.
What it measures
This score checks whether the agent fully answers everything the customer asked. It rewards complete, accurate answers (not partial replies, not dodging, not "I don't know" where the bot should know).
What "good" looks like
- Every question the customer asks is addressed.
- Answers include enough detail to act (not just general statements).
- If the agent doesn't know something, it explains what it can do next (without guessing).
Common reasons for lower scores
- The agent answers only part of the question.
- It skips important details (compatibility, pricing, steps, requirements).
- It gives "I don't know" too often for basic questions.
Examples
High (9–10): "Customer asks about shipping + compatibility + warranty; agent answers all three correctly and clearly."
Mid (6–7): "Agent answers most questions, but misses one part (e.g., provides price but not availability or compatibility)."
Low (1–3): "Agent leaves key questions unanswered, gives vague responses, or provides incorrect info."
How to read the scale
| Score | Description |
|---|---|
| 10 | All questions fully and correctly answered with actionable detail. |
| 9 | Everything answered; one small detail could be clearer. |
| 8 | Very complete; a small non-critical gap. |
| 7 | Mostly complete; a few noticeable gaps. |
| 6 | Several missing details; customer may need follow-up. |
| 5 | Mixed; some questions answered, others incomplete. |
| 4 | Many gaps; customer likely still unsure. |
| 3 | Most questions not fully answered; lots of vagueness. |
| 2 | Very little is answered; customer stays blocked. |
| 1 | Almost nothing is answered or answers are mostly wrong. |