Score Cards

The Score Card tab is used to create and manage custom scoring criteria for calls. Scorecards help teams define how calls should be evaluated based on the features that matter most to their organization.

Use scorecards to standardize call quality review, support QA processes, and ensure consistent evaluation across teams.

Creating a New Scorecard

To create a new scorecard, select New Scorecard.

Each scorecard includes the following components:

• Name - A required name for the scorecard, such as "Default Call Score"

• Scoring Criteria - A set of weighted criteria used to evaluate calls

Scoring Criteria Fields

Each criterion within a scorecard includes the following fields:

• Feature - The name of the quality dimension being evaluated, such as Professionalism

• Weight - A value that determines how much this criterion contributes to the total score

• What It Captures - A description of what the criterion measures, such as "polite and clear tone"

• Scoring Rule - An explanation of how the criterion should be evaluated

Example Scorecard Structure

A scorecard criterion might define:

• Feature: Professionalism

• Weight: A numeric value that contributes to the overall score

• What It Captures: Polite and clear tone throughout the call

• Scoring Rule: How the evaluator should assess this criterion

This structure helps teams create transparent, measurable quality standards that evaluators can apply consistently.

Adding Multiple Criteria

Use Add Criterion to add multiple criteria to a scorecard.

This allows teams to create structured scoring frameworks across several dimensions of call quality, such as compliance, communication clarity, and problem resolution.

Setting a Default Scorecard

You can choose to Set as default call scorecard.

This is useful when your organization wants one standard scorecard to be applied across call reviews by default. When configured, this scorecard will be used for evaluating calls unless a different scorecard is explicitly selected.

Weight Tracking

The scorecard builder includes a running total for weights. This helps teams confirm how criteria are distributed across the scoring model and ensures that weights are allocated intentionally.

Use the weight total to verify that your scoring model reflects the relative importance of each criterion.

How Scorecards Are Used

When a scorecard is configured, it powers the Call Quality Score section in Call Details. This section shows how a call performed against the defined quality standards, including an overall numeric score, a quality label, and a breakdown of scoring criteria.

Best Practices

• Standardize scorecard naming conventions - Use clear, descriptive names so teams can quickly identify the right scorecard

• Keep scoring criteria clear and measurable - Each criterion should have an unambiguous definition and evaluation rule

• Use weighted criteria intentionally - Assign higher weights to features that are most important to your quality standards

• Review default scorecards periodically - Ensure scorecards remain aligned with current QA priorities and organizational standards

• Limit the number of criteria - Focus on the most impactful quality dimensions rather than overwhelming evaluators with too many factors

Summary

Scorecards give teams a structured way to define and apply call quality standards. By configuring weighted criteria, setting a default scorecard, and tracking weights across dimensions, organizations can ensure consistent, transparent call evaluation across teams.