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.  

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Creating a Scorecard

Fill in Basic Information

Set Targeting Rules

Add Scoring Criteria 

Editing a Scorecard

Reordering a Scorecard

Duplicating a Scorecard

Pausing or Archiving a 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:

• Name (required) — what is being evaluated (for example, Professional Tone, Empathy, Followed Script)

• Description (optional) — more detail about what this criterion covers

• Weight — the percentage this criterion contributes to the overall score. Use the slider to set it. All weights across all criteria must total 100%

3. Fill in the Scoring Guidelines (click Advanced Scoring Guidelines) — four text fields describing what each performance level looks like for this criterion:

• Excellent (90–100) — what outstanding performance sounds like

• Good (70–89) — what solid, above-average performance sounds like

• Acceptable (50–69) — what meets the minimum bar

• Needs Improvement (0–49) — what falls short and why

4. The more specific your guidelines, the more consistent and useful the AI's scoring will be.

5. Repeat for each criterion

Example criteria setup for an appointment booking scorecard:

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? Contact our support team.