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Overview

Scorecards evaluate calls, emails, and interactions based on signals — reusable evaluation criteria that can be shared across multiple scorecards. Each signal defines what to detect and how to score it. A scorecard is simply a weighted collection of signals assigned to your team’s interactions.

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Key Concepts

Signal

A single evaluation criterion with a detection method and scoring config. Signals are reusable across scorecards.

Scorecard

A named collection of signals, each with a weight and order. Assigned to agents or teams.

Detection Method

How the signal is evaluated: LLM Rubric, Keyword match, Metric, or Semantic similarity.

Weight

How much each signal contributes to the overall scorecard score (weights sum to 100%).

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Signal Detection Methods

Signals support four detection methods, each suited to different evaluation needs:

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LLM Rubric

The AI judges the transcript against a rubric you define. Best for nuanced, qualitative criteria.

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Keyword

Deterministic phrase matching over the transcript — no LLM needed. Fast and consistent.

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Metric

A numeric measure computed from call timing data. No LLM.

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Semantic

Embedding similarity match against example phrases. Useful for detecting intent without exact keyword matches.

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Creating Signals

1

Navigate to Signals

Go to Team Management → Signals.
2

Create a New Signal

Click Create New and choose a detection method based on your evaluation need:
  • Use LLM Rubric for subjective or complex criteria
  • Use Keyword for specific phrases you want to detect
  • Use Metric for call timing measurements
  • Use Semantic for intent-based detection
3

Configure the Signal

Fill in the configuration fields for your chosen method. Be specific in descriptions and provide examples where possible.
For LLM Rubric signals, writing a clear evaluation guide significantly improves scoring consistency.
4

Set Status

Signals have three statuses:
  • Published — active and available for use in scorecards
  • Draft — work in progress, not yet used for evaluation
  • Archived — retired, no longer used
You cannot delete a signal that is currently in use by a scorecard. Archive it instead.
5

Save

Click Save. The signal is now available to add to any scorecard.

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Creating a Scorecard

1

Navigate to Scorecards

Go to Team Management → Scorecards.
2

Start a New Scorecard

Click Create New to start from scratch, or choose Duplicate to clone an existing scorecard.
Duplicating an existing scorecard is a quick way to create variations for different teams or use cases.
3

Name & Configure

  • Set a descriptive name (e.g., “Sales Discovery Call” or “Support Quality Check”)
  • Optionally add a description and difficulty level
  • Select applicable call types
4

Add Signals

Add signals to your scorecard from the signal library:
  • Browse or search available signals
  • Click Add to include a signal
  • Reorder signals by dragging them into the desired sequence
Each signal can only appear once per scorecard.
5

Set Weights

Assign a weight to each signal to control its contribution to the overall score. Weights are distributed as percentages that sum to 100%.
If you want equal weighting, leave the defaults — the system automatically distributes weights evenly across all signals.
6

Save & Assign

Save your scorecard, then assign it to agents or teams. Run a test evaluation to verify your signals and weights produce meaningful results.

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Cloning & Reusing Signals

Signals are designed to be reusable:
  • Shared across scorecards — One signal (e.g., “Proper greeting”) can be used in multiple scorecards with different weights.
  • Signal library — Global library signals (maintained by Zell) are available to all tenants. Clone them to customize.
  • Clone to edit — Use Clone to create an editable copy of any signal (library or your own) that you can modify independently.

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Importing from Gong

When importing scorecards from Gong, each question is automatically converted into an LLM Rubric signal. The answer guide becomes the signal description, and all signals are assigned equal weights.

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Best Practices

Keep Signals Focused

Each signal should evaluate one specific behavior or criterion. Avoid combining multiple checks into a single signal.

Reuse Over Duplicate

Before creating a new signal, check if one already exists in the library. Reusing signals ensures consistent evaluation across teams.

Use the Right Method

LLM Rubric is powerful but slower. Use Keyword or Metric signals for simple, deterministic checks — they’re faster and more predictable.

Test & Iterate

Run test evaluations after setting up a scorecard. Adjust weights and signal configs based on the results.