Most teams have SOPs. Far fewer have QA that grades against them, so scoring drifts toward generic call-handling best practice, which is not what the business asked its agents to do.
The gap shows up as agents being marked down for following the documented process, or marked up for skipping it.
In QXAI
Upload your SOPs and attach one to an audit or a whole campaign; the procedure goes into the scoring prompt alongside the scorecard.
Scorecards & SOPs