Understanding Scorecards and Call Scoring

This article explores how Scorecards and Call Scoring work to score your teams calls, to learn how to customize Scorecards and Call Scoring, Click Here. 

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What is Call Scoring

What is a Scorecard

How Scoring Works

Score Labels

How to View Call Scores

What Is Call Scoring?

Call Scoring lets you define quality standards for your calls and have AI automatically grade every conversation against them. After a call ends and is transcribed, the AI evaluates it based on the criteria you set — things like professionalism, problem resolution, or script adherence — and produces a score from 0 to 100 for each criterion, plus an overall score.

You can use scores to identify coaching opportunities, recognize high-performing team members, and track call quality trends over time.

What Is a Scorecard?

A Scorecard (also called a rubric) is the set of standards you want calls measured against. Each scorecard contains:

• Criteria — the individual qualities being evaluated (for example, Professional Tone or Resolved Customer Issue)

• Weights — how much each criterion contributes to the overall score (all weights must add up to 100%)

• Scoring guidelines — descriptions that tell the AI what excellent, good, acceptable, and needs-improvement performance looks like for each criterion

• Targeting rules — which calls this scorecard applies to (by direction, phone number, call group, category, and more)

When a call matches a scorecard's targeting rules, the AI grades it against all criteria and produces:

• A score per criterion (0–100)

• A weighted overall score (0–100)

• Reasoning for each score, including supporting quotes from the transcript

• Coaching tips summarizing where the call could have gone better

How Scoring Works

1. A call ends and is transcribed

2. The system checks which scorecard's targeting rules match the call

3. If a match is found and the call meets the minimum duration, the AI analyzes the transcript

4. Scores, reasoning, and coaching tips are saved to the call record

5. Results appear in the call log detail view and on your Coaching dashboard

One scorecard per call.

If you have multiple scorecards, they are evaluated in priority order — the first one that matches a call is applied. You control priority order with the up/down arrows in your scorecard list.

Score Labels

How to View Call Scores

On individual calls:
In the call log, open any analyzed call to see the full breakdown — overall score, per-criterion scores, the AI's reasoning, transcript quotes, and coaching tips.

On the Coaching dashboard:
The Coaching page surfaces your lowest-scored calls so you can quickly find and review calls that need attention. You can filter by scorecard if you have more than one active.

Manual scoring:
If Auto-Analyze is off, or if a call wasn't scored automatically, open the call record and click Trigger Analysis to run scoring on demand.