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Overview

Scorecards help you systematically evaluate calls, emails, and interactions based on custom criteria. This guide walks you through creating an effective scorecard for your team.

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Steps to Create 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

Duplicate (Optional)

If duplicating:
  • Select the scorecard you want to copy
  • Click Duplicate
  • Click Open on the new copy
4

Rename Your Scorecard

Change the title to something descriptive that reflects the scorecard’s purpose (e.g., “Sales Call Evaluation” or “Customer Support Quality Check”).
5

Add Categories

For each skill or stage you want to evaluate:
  • Click Add Category
  • Enter a clear category name (e.g., “Objection Handling”, “Opening Statement”, “Closing Technique”)
Categories help organize your evaluation criteria and make scorecards easier to use.
6

Define Evaluation Criteria

Under each category, write a concise rule that the AI model or reviewer will check.Example:
“Did the rep rephrase the objection and address it?”
Keep criteria specific and measurable for consistent evaluations.
7

Provide User Guidance

In the “Explanation” or “User Guide” field, give clear instructions on how to meet the criteria.Example:
“When an objection arises, first acknowledge it, then restate it in your own words, and finally provide a clear resolution or alternative perspective.”
This helps team members understand what’s expected.
8

Include Examples

Paste sample scenarios or dialogue snippets to illustrate:
  • Good performance: What a successful interaction looks like
  • Poor performance: Common mistakes to avoid
Examples help both AI evaluators and human reviewers maintain consistency.
9

Save Your Scorecard

Click Save to finalize your scorecard configuration.
10

Assign & Test

  • Attach the new scorecard to calls or training sessions
  • Run a demo evaluation to ensure your categories and criteria work as intended
  • Make adjustments based on the test results
Start with a small test group before rolling out to your entire team.

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Best Practices

Be Specific

Write clear, measurable criteria that leave little room for interpretation.

Use Examples

Provide concrete examples of both good and poor performance for each criterion.

Test First

Always test your scorecard on sample interactions before deploying widely.

Iterate

Regularly review and refine your scorecards based on team feedback and results.