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AI Phone Call Scorecard

Call scorecards use AI to evaluate your recorded phone calls against a defined process. Think of a scorecard as a report card for your calls — the AI reviews the conversation and grades it based on the criteria that matter most to your business.

Scorecards help you consistently review call quality, identify coaching opportunities, and reinforce best practices across your team.

What Call Scorecards Are Used For

• Self-improvement — Identify strengths and areas to improve
• Training — Teach new team members what a great call looks like
• Consistency — Ensure calls follow a defined process
• Coaching — Get actionable, objective feedback on each call

How Call Scorecards Work

Call scorecards are based on scorecard templates that you create. Each template defines the criteria the AI should look for when reviewing a call.

For example, a sales call scorecard might evaluate whether:

• The caller introduced themselves clearly
• Open-ended discovery questions were asked
• Benefits were explained clearly
• Objections were addressed
• Clear next steps were established

After the call is transcribed, the AI analyzes the conversation, scores each item, and provides coaching feedback based on what actually happened during the call.

Requirements

Before a call can be scored:

• The call must be recorded
• The call must be transcribed
• At least one call scorecard template must exist

If the call is not transcribed, the AI will not be able to generate a scorecard.

Call menu behavior: The actions menu shows View scorecard when a scorecard already exists for the call and Generate scorecard when it has not been created yet. Viewing opens the saved scorecard in a side panel without leaving the call list. If you need fresh results, click Regenerate at the bottom of the panel.

How to Generate a Call Scorecard

You can generate call scorecards automatically or manually.

Automatic Call Scorecards (Recommended)

When enabled, scorecards are generated automatically for every recorded and transcribed call.

1. Click your profile menu in the top navigation bar.
2. Select Settings.
3. Go to Phones and texts → Phone numbers.
4. Click the Settings (gear icon).
5. Select Claudia AI settings.
6. Enable Call scorecard.
7. Select a scorecard template.
8. Click Save.

Once enabled, scorecards will be generated automatically for all future calls on that number.

Manual Call Scorecards (On-Demand)

You can also generate a scorecard for an individual call.

1. Open the contact associated with the call and go to the Calls tab.
2. Find the recorded call.
3. Click the three-dot menu (⋮).
4. Select Generate scorecard.
5. Select the scorecard template.
6. Click Generate.

Understanding Scorecard Results

Each scorecard item receives one of the following ratings:

• Great — Clear evidence the item was handled well
• Opportunity — Missed or could be improved, with coaching guidance
• Not Seen — Not mentioned or not applicable to the call

In addition, the scorecard includes:

• Process Score — Overall percentage indicating process adherence
• Coach Tips — Actionable suggestions for improvement
• Coach Summary — High-level strengths and improvement areas

Each scorecard note includes item-by-item ratings, highlights of what went well, and coaching feedback for improvement opportunities.

Where to Find Your Scorecards

After scoring completes (usually within 1–2 minutes):

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

Scorecards are attached to the specific phone call they were generated from and are saved as notes on the contact record.

Scorecard notes are clearly labeled so you can easily identify which call they belong to.

Creating Call Scorecard Templates

Scorecard templates define what the AI evaluates during a call.

Templates are organized into groups with checklist items that reflect your ideal call flow.

1. Click the Marketing Dashboard button in the top navigation.
2. Select AI Templates.
3. Choose the Meeting scorecard category.
4. Click Create New Template.

You can create multiple templates for different call types, such as:

• Sales calls
• Prospecting calls
• Support or service calls
• Follow-up calls

Best Practices for Call Scorecards

• Keep it focused — Start with 15–20 high-impact items
• Be specific — Clear criteria lead to more accurate scoring
• Match the call type — Use different templates for different conversations

Troubleshooting

• “Call transcription not found”
  The call must be transcribed before scoring.
• No templates available
  Create at least one call scorecard template first.
• Scores seem inaccurate
  Very short calls or poor audio quality may affect results.