How to create Scorecards

Before you begin

• You must be an Admin to have access to create Scorecards.
• AI scorecards must be enabled for your workspace.
  Note: Availability may depend on your plan or admin permissions.

Step-by-step

1. Open Scorecard settings

1. Go to Settings.
2. Select Scorecards.
   
   
3. On the Scorecard settings page, review the two sections:
   
   • AI scorecards
   • Manual scorecards
     
     

2. Start a new AI scorecard

1. Click Create new scorecard (top right).
2. Choose AI scorecards.
   

3. Add scorecard details

1. Enter a Scorecard name.
2. Add a short description explaining what the scorecard evaluates.

Keep descriptions brief and outcome-focused (for example, “Evaluates call quality and objection handling”).

4. Set auto-scoring rules

1. In Auto scoring rules, select:
   
   • A Condition
   • An Operator
   • A Value
     
2. Use the dropdowns to choose from the available options.

These rules determine when the AI scorecard is applied.

5. Add scorecard questions

You must add at least one question to create an AI scorecard.

1. Click Add question.
   
   
2. Choose one of the following:
   
   
   • Import from library
     
     
   • Add your question
     
     

Option A: Import questions from the library

1. Select questions from the available sections.
2. Click Import to add them to your scorecard.
   
   

Option B: Add your own question

1. Choose a question type:
   
   • Rating scale
   • Yes / No

1. For Rating scale:
   
   • Click the empty question field and enter your question.

1. • Review the Examples of valid questions shown on the right for guidance.
   • Click Generate answers with AI to automatically create answers and scoring.
   • Review the generated answers and edit them as needed.

Note: You must add at least one rating option to a rating-scale question. You can add up to 5 options. Scores are normalized to 5 regardless of how many options you include.

1. For Yes / No:
   
   • Enter your question.
   • Save to add it to the scorecard.

Repeat these steps to add multiple questions as needed.

6. Create the scorecard

1. Review your questions and scoring.
2. Click Create to save the AI scorecard.

7. Create a manual scorecard

1. Click Create new scorecard.
2. Select Manual scorecard from the dropdown menu.

8. Add manual scorecard details

1. Enter a Scorecard name.
2. Add a description.
3. Select the Conversation purpose from the dropdown.

9. Add questions to a manual scorecard

1. Type or paste your question into the question field.
2. Click Generate AI answers to generate suggested answers.

For Yes / No questions:

1. Enter your question.
2. Enter the answers.
3. Click Save to add the question to the scorecard.

Repeat to add additional questions as needed.

Tips

• Write clear, specific questions to improve AI scoring accuracy.
• Use the question examples to match recommended phrasing.
• Start with fewer questions and expand after validating results.
• Keep the new scorecard deactivated, test it on one meeting, then activate it for the team. Deactivating an AI scorecard disables auto-scoring even if rules are assigned.

Troubleshooting and FAQs

What’s the difference between an AI scorecard and a manual scorecard?

An AI scorecard automatically scores the conversation based on the questions you configure and the auto-scoring rules you set up.

A manual scorecard requires a reviewer to score the conversation by answering the same set of questions manually after the meeting.

Why don’t I see AI-generated answers?
This is expected until AI generation is triggered.

• Confirm the question type is Rating scale.
• Click Generate answers with AI after entering the question.
• Check that the question is clearly written.

What’s next

• Learn how to apply AI scorecards to evaluations.
• Review best practices for writing effective AI scoring questions.

To drive adoption:

• Test the scorecard on a small set of interactions.
• Adjust questions and rules based on early results.