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Overview

Coaching scorecards are reusable templates that define the criteria managers use to evaluate rep performance on a single conversation. Each scorecard becomes a saved review attached to that conversation. Scorecards support multiple question types, weighted criteria, optional sections, conditional applicability, and per-criterion AI assist, so you can grade a discovery call, a support ticket, or a chat with the same system.

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How it works

A scorecard is a template managed in Settings, then filled as a review on a conversation’s Coaching tab. A template holds a list of criteria, each with a type, a relative weight, and optional settings. The five criterion types are: The rollup is a weighted percentage. Weights are relative. They normalise at calculation time, so they do not need to total 100%. A criterion marked N/A is dropped from the denominator entirely. A Pass / Fail criterion with Auto-fail review enabled, when failed, pins the whole review to 0% and shows a Failed badge. Criteria can be grouped under sections, and you can restrict where a scorecard appears using “Applies when” rules (see below). Toggle Required to force the scorecard to be submitted before a matching conversation can be completed.

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Applies when (applicability rules)

Each rule narrows the scorecard to matching conversations. All rules are AND’d; an empty list means the scorecard applies to every conversation. Fields:
  • Source type: meeting, phone, widget/chat, Slack, or email.
  • Disposition / outcome: the conversation’s outcome.
  • Channel: specific channel ids.
  • Duration (seconds): greater than / less than a threshold.
A Required scorecard whose rules don’t match a conversation is not required for that conversation.

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AI assist and prefill

Criteria with AI assist on can be drafted by the model. On a conversation’s Coaching tab, AI Prefill reads the transcript and proposes values for those criteria. Suggestions are never auto-submitted; the manager always reviews and clicks Submit Review. Criteria with AI assist off are skipped by prefill, and any value the model returns that doesn’t fit the criterion type becomes N/A for you to fill manually.

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Using it

1

Open Coaching Scorecards

Go to Settings → Coaching → Coaching Scorecards and click New Scorecard.
2

Add criteria

Give the scorecard a name. For each criterion, set a Label, pick a Type, and set its Weight. Configure type-specific options (max score for numeric, the option list for single choice) and toggle Required, AI assist, or Auto-fail review (Pass / Fail only) as needed.
3

Group and scope (optional)

Assign criteria to sections, then use Applies when to restrict the scorecard to certain source types, dispositions, channels, or call lengths. Toggle the top-level Required switch if reviewers must submit it.
4

Score a conversation

Open a completed conversation’s Coaching tab, pick the scorecard, score each criterion (or use AI Prefill), add notes, and click Submit Review.
5

Confirm the result

The submitted review shows a weighted percentage badge (or Failed if an auto-fail criterion failed). Expand it to see the per-criterion breakdown.
Editing a template does not change reviews already submitted with it. Existing reviews keep the criteria they were scored against.

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Troubleshooting

When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server logs.