What broke first, and what we built to replace it.
The formula worked, briefly
Our first scoring system was a weighted formula in a spreadsheet. It was transparent, easy to explain, and completely wrong within about four months.
Not because the math was bad. Because the weights encoded assumptions from a specific moment, and nobody revisited them once the business changed underneath.
What replaced it
Agents that explain their reasoning in plain English, so when a score looks wrong you can see exactly why instead of reverse-engineering a number. If the reasoning can’t be explained in one sentence, it’s too complicated to trust.
The real lesson
Transparency isn’t about showing the formula. It’s about being able to answer ‘why did it do that?’ in the moment someone asks — usually while they are already annoyed.
01
Keep reading
More from the blog
Give your team its time back.
Start your 14-day free trial. No credit card required, and most teams launch their first agent in under 10 minutes.
Lumora
The AI workspace that gives your team its time back.