RingCX AI Quality Management — Support question-level comments stored within the scorecard and a single combined submit action

Product / Area: RingCX — AI Quality Management (RingSense for RingCX), Scorecards & Coaching

Reference Case: 32448054

Current Behavior
[1] Scorecard ratings and reviewer feedback/comments are separate objects; both attach to the interaction but not to each other.
[2] There is no field to capture a comment against an individual scorecard question or answer, including when a reviewer selects a negative ("No") response.
[3] Reviewers must save scorecard rating edits and enter feedback as distinct actions, which leads to repeated scorecard submission during a single review pass.
[4] Scorers and agents must correlate the scorecard and the comment thread manually to understand why a criterion failed.

Requested Behavior
[1] Add an optional free-text comment field at the scorecard-question level, persisted as part of the scorecard record and rendered inline with the question for both scorer and agent.
[2] Allow the comment field to be configured as required when a specific answer value is selected (for example, mandatory justification on a "No" or failing response).
[3] Provide a single save/submit action that commits scorecard ratings and their associated comments together, eliminating repeated submissions per review.
[4] Surface question-level comments to the agent in the Coaching page Feedback tab and in the interaction Details view alongside the score.
[5] Include question-level comments in scorecard exports and reporting so QA calibration and dispute reviews retain the rationale.

Business Justification
[1] The customer migrated from a competing QA platform where scoring justification was stored inside the scorecard and remained attached to the failed criterion; the current separation is a functional regression relative to their prior tooling.
[2] Agents cannot reliably tell which scorecard criterion a given comment refers to, reducing coaching effectiveness and increasing score disputes.
[3] The repeated submit cycle adds measurable handling time per review and discourages reviewers from documenting rationale at all.
[4] Question-level justification is a common QA governance and audit expectation in regulated and outsourced contact center environments.

Impact / Scope
[1] Affects all reviewers, QA analysts, and supervisors performing manual scorecard evaluation in AI Quality Management.
[2] No workaround restores parity — the only mitigation is manually typing the question name into a free-text comment, which is unstructured and not reportable.

Acceptance Criteria
[1] A reviewer can enter a comment on an individual scorecard question and save it in the same action as the rating.
[2] The comment persists with the scorecard, is visible to the agent next to that question, and appears in scorecard reporting/export.
[3] Administrators can configure conditional comment requirements based on the selected answer value.