Skills CX operations
Performance documentation from QA data
This is not a coaching pack. When QA data is going into an employment decision, the evidence standard changes, the fairness controls become mandatory, and the document will be read later by people who were not in the room — HR, an appeal panel, sometimes a tribunal or a works council.
npx rulebase-skills install cx-performance-documentationWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “document this agent's performance for HR”
- “build a performance file”
- “prepare a six-month review”
- “evidence for a performance improvement plan”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
The constraint everyone works around
QA scores at typical evaluation volumes cannot support a performance rating, and saying so is part of the job.
Mandatory fairness controls
Run all five. Each one is a question an appeal will ask, and each one is answerable from data you already have.
Exclusions, documented
Exclude and record, with counts: Disputed or contested evaluations where the dispute is unresolved, Superseded evaluations from re-evaluated work, Work outside the person's control, Periods of absence, training, or changed duties.
Structure
Section 6 is not a courtesy. A document that contains only adverse evidence, when favourable evidence existed in the same dataset, is a selective record — and once that is demonstrated the whole document is discounted.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
