Help Center

AI Call Scorecard

AI Scorecards act like a report card for your phone calls. After a call is recorded and transcribed, the AI reviews the conversation and evaluates it against the criteria that matter most to you — such as rapport building, discovery, recommendations, and next steps.

Scorecards are useful for:

• Self-improvement — Understand what you’re doing well and where you can improve
• Training — Help new team members learn what a great call looks like
• Consistency — Ensure calls follow your proven process
• Coaching — Get specific, actionable feedback on every call

How Scorecards Work

Scorecards are generated using scorecard templates. Each template defines what a “good” call looks like for your business.

For example, a scorecard template might check whether:

• You introduced yourself clearly
• You asked meaningful discovery questions
• You explained recommendations in plain language
• You addressed objections or concerns
• You established clear next steps

Once generated, the AI scores each item and provides coaching notes based on what actually happened during the call.

What You Need Before Scoring a Call

Before you can generate a scorecard, make sure:

• The call has been recorded and transcribed
• You have at least one scorecard template created

If the call is not transcribed, the AI will not be able to score it.

How to Generate a Scorecard for a Call

1. Go to Contacts.
2. Open the contact associated with the call.
3. Click the Calls tab.
4. Find the call you want to evaluate.
5. Click the three dots menu (⋮) next to the call.
6. Select Generate scorecard.
7. Choose the scorecard template you want to use.
8. Click Generate.

The AI will begin analyzing the call immediately.

Where to Find Scorecard Results

Once scoring is complete (usually within a minute or two):

• You’ll receive an email notification when the scorecard is ready
• A scorecard note is added to the contact’s record

The scorecard note includes:

• A rating for each scorecard item
• Clear indicators of what went well
• Coaching feedback where improvement is needed

Creating and Managing Scorecard Templates

Scorecard templates define how calls are evaluated. You can create multiple templates for different call types.

1. Click Go to Marketing Dashboard (green button in the top navigation).
2. Select AI Templates.
3. Choose the Meeting scorecard category.
4. Click New Template.
5. Add groups and checklist items that reflect your ideal call flow.
6. Save the template.

You might create different scorecards for:

• Prospecting or sales calls
• Discovery calls
• Client review calls
• Service or support calls

Troubleshooting

• “Call transcription not found”
  The call must be transcribed before a scorecard can be generated.
• No scorecard templates available
  You need to create at least one scorecard template in AI Templates.
• Scores don’t look accurate
  Very short calls or poor audio quality may not contain enough information for reliable scoring.