| A+ | 95-100 | Exceptional agent experience |
| A | 90-94 | Excellent — minimal friction |
| A- | 85-89 | Very good with minor issues |
| B+ | 80-84 | Good overall experience |
| B | 75-79 | Solid but with notable friction |
| B- | 70-74 | Acceptable with clear improvements needed |
| C+ | 65-69 | Below average — significant friction |
| C | 60-64 | Poor agent experience |
| C- | 55-59 | Major issues throughout |
| D | 40-54 | Failing — agent struggled significantly |
| F | 0-39 | Agent could not complete the task |
