Enterprise
Scorecards
Evaluate calls against a shared framework to standardize quality and support coaching.
Definition: Scorecards let you score calls against criteria defined by your organization to compare, coach, and spread best practices.
Feature video
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| Who is this for? | Required permissions and licenses |
|---|---|
| • Managers who coach their teams. • Organizations that want to standardize call evaluation. | • Scorecards are part of the Enterprise features. • Using a scorecard: member, manager, or admin role. • Creating a scorecard: manager and/or admin role. • Their use remains limited to your visibility scope on calls. |
How to use it
Define the evaluation framework
Choose the criteria, scoring dimensions, and scope of the scorecard. To configure scorecards, go to the "Scorecards" section and click "Manage scorecard templates", or go directly to Settings > Scorecards.
Associate the right context
Link the scorecard to the relevant teams, conversation types, or use cases.
Evaluate calls
Apply the scorecard manually or via the automations available in your workspace.
Use the results
Use the scores for coaching, steering, and cross-cutting analysis.
Going further
- A useful scorecard stays simple, readable, and tied to concrete business expectations.
- Manual scorecards: a manager or colleague evaluates the call manually by filling in the grid from the call page. Cross-evaluations between team members can also be organized.
- Automatic scorecards: the AI automatically evaluates every call against your criteria. It answers binary (yes/no) questions and provides a justification. A user can always correct the AI's score.
- Automatic scorecards are not retroactive: they do not apply to past calls.
- The Scorecards view in Analytics displays a spider chart, a ranking table, and a chart showing evolution over time.
- Scorecards have more value when they are tied to a real review routine.
Frequently asked questions
Yes. Automatic scorecards let the AI evaluate every call against your criteria, without the manager needing to listen to each call. Enable automatic mode when configuring the template.
No. They structure evaluation, but do not remove the need for managerial review. For automatic scorecards, the AI cannot interpret posture, emotions, or tone of voice.
No. It is not possible to have the same evaluation grid for a call more than once.
Things to watch out for
- Too many criteria make the scorecard difficult to use.
- Poorly scoped automation can generate evaluations of little use.
- Test your criteria on a small sample before a wide rollout.
- Automatic scorecards give binary (yes/no) answers: they do not allow for nuance.
- In a call, the scorecard shown by default is the one created most recently.