Explainable evaluation is the practice of assessing agent calls with results that can be traced to specific evidence, such as transcript excerpts, timestamps in the recording, and the exact policy or rubric criteria applied. Instead of a simple pass/fail or numeric score, it shows the reasoning and the supporting moments in the interaction.
Operationally, it matters because contact centers need to defend compliance decisions, coach consistently, and resolve disputes quickly. When evaluations are explainable, supervisors can verify findings, agents can understand what to change, and compliance teams can demonstrate how requirements were checked and met.
It also helps reduce inconsistent scoring across evaluators and makes it easier to update processes when scripts or regulations change, because the link between rules and call evidence is explicit.
