--- title: How to Customize Scorecards and Call Scoring description: Call Scoring lets you define quality standards for your calls and have AI automatically grade every conversation against them. 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[Step-By-Step Guides](https://help.steercrm.com/knowledge/phones?hsLang=en#step-by-step-guides) June 29, 2026 # How to Customize Scorecards and Call Scoring This article walks through creating and editing Scorecards, to learn more about how Scorecards and Call Scoring work, Click Here.   **Jump To:**  [Creating a Scorecard](https://help.steercrm.com/knowledge/how-to-customize-scorecards-and-call-scoring#creating-a-scorecard) [Fill in Basic Information](https://help.steercrm.com/knowledge/how-to-customize-scorecards-and-call-scoring#basic-information) [Set Targeting Rules](https://help.steercrm.com/knowledge/how-to-customize-scorecards-and-call-scoring#targeting-rules) [Add Scoring Criteria](https://help.steercrm.com/knowledge/how-to-customize-scorecards-and-call-scoring#add-scoring-criteria) [Editing a Scorecard](https://help.steercrm.com/knowledge/how-to-customize-scorecards-and-call-scoring#editing-a-scorecard) [Reordering a Scorecard](https://help.steercrm.com/knowledge/how-to-customize-scorecards-and-call-scoring#reordering-scorecards) [Duplicating a Scorecard](https://help.steercrm.com/knowledge/how-to-customize-scorecards-and-call-scoring#duplicating-scorecard) [Pausing or Archiving a Scorecard](https://help.steercrm.com/knowledge/how-to-customize-scorecards-and-call-scoring#pausing-archiving-scorecard) --- ### Getting There Log in to your Steer Phones dashboard 1. Click the **Settings** tab 2. Select the **Call Analysis** tab 3. Select the **Call Scoring** sub-tab --- ### Creating a Scorecard #### Step 1 — Start from Scratch 1. Click Add Scorecard. 2. Fill in the full information of the scorecard, follow the steps below for guidance. --- #### Step 2 — Fill In Basic Information - Name (required) — a clear, descriptive name (for example, *Inbound Sales Calls* or *Appointment Booking Quality*) - Description (optional) — internal notes about the purpose of this scorecard - Minimum Duration — calls shorter than this (in seconds) are skipped. Default is 30 seconds. Useful for filtering out brief wrong-number calls - Status — set to Active for the scorecard to run on new calls; Paused to temporarily stop scoring without deleting; Archived to retire it --- #### Step 3 — Set Targeting Rules Targeting rules determine which calls this scorecard applies to. All targeting fields are optional — leaving them empty means the scorecard applies to all calls. - Direction — limit to *Inbound*, *Outbound*, or *Both* - Phone Numbers — apply only to specific inbound numbers - Call Groups — apply only to calls that came through specific call groups - Extensions — apply only to calls handled by specific extensions - Call Assistant — apply to AI voice agent calls, either all agents or specific ones Tip: If you have multiple scorecards, more specific targeting rules help ensure the right scorecard is applied to the right calls. --- #### Step 4 — Add Scoring Criteria This is where you define what quality looks like. Each scorecard needs at least one criterion, and all criterion weights must add up to exactly 100%. **To add a criterion:** 1. Click Add Criterion 2. Fill in the fields: 3. Name (required) — what is being evaluated (for example, *Professional Tone*, *Empathy*, *Followed Script*) 4. Description (optional) — more detail about what this criterion covers 5. Weight — the percentage this criterion contributes to the overall score. Use the slider to set it. All weights across all criteria must total 100% 6. Fill in the Scoring Guidelines (click Advanced Scoring Guidelines) — four text fields describing what each performance level looks like for this criterion: 7. Excellent (90–100) — what outstanding performance sounds like 8. Good (70–89) — what solid, above-average performance sounds like 9. Acceptable (50–69) — what meets the minimum bar 10. Needs Improvement (0–49) — what falls short and why 11. The more specific your guidelines, the more consistent and useful the AI's scoring will be. 12. Repeat for each criterion **Example criteria setup for an appointment booking scorecard:** | Criterion | Weight | | --- | --- | | Professional Greeting | 20% | | Understood Customer Need | 30% | | Offered Appointment Options | 30% | | Confirmed Details and Closed | 20% | | Total | 100% | --- #### Step 5 — Save Click **Save**. If your criterion weights don't add up to 100%, you'll see a validation error — adjust them before saving. --- ### Editing a Scorecard Click the edit  icon next to any scorecard to update it. You can change any field, add or remove criteria, adjust weights, or update scoring guidelines. Changes apply to calls scored after you save. **Note:** Calls that were already analyzed are not retroactively rescored. --- ### Reordering Scorecards Since only one scorecard is applied per call, the order matters. Use the up and down arrows in the scorecard list to set priority. The scorecard at the top has the highest priority and is evaluated first. --- ### Duplicating a Scorecard Click the Duplicate button on any scorecard to create a copy. The copy opens pre-filled with all the same settings so you can adjust them for a different use case without starting over. --- ### Pausing or Archiving a Scorecard - Paused — the scorecard stops scoring new calls but remains visible and can be reactivated at any time - Archived — the scorecard is retired. Use this when a scorecard is no longer relevant but you want to keep its historical data --- *Need help building your first scorecard? 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