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.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).
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.
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.Using it
1
Open Coaching Scorecards
Go to Settings → Coaching → Scorecards and click New scorecard, or click an existing scorecard. Each
scorecard opens on its own page with three tabs: Criteria, Usage and Settings.
2
Add criteria
On Criteria, the list on the left shows every criterion grouped by section, with its weight. Click one to edit
it on the right: set its Label, pick an Answer type, and set its Weight. Configure type-specific options
(max score for a score, the option list for pick one) and toggle Required, AI fills it in, or Failing it
fails the review (Pass / Fail only). Move up, Duplicate and Delete sit under each criterion.
3
Group and scope (optional)
Put criteria in a Section from the criterion’s Section field. On Settings, name the scorecard, rename or
remove sections, and use Applies when to restrict it to certain source types, dispositions, channels, or call
lengths. Click Save changes in the bar at the bottom.
4
See how it's used
Usage shows the reviews submitted with the scorecard over the last 30 days, 90 days or all time: the average
score, each criterion’s average, whose calls were reviewed and who wrote the reviews, and the coaching goals that
count it. When reviews started from an AI draft, it also shows how often reviewers kept the AI’s answers.
5
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.
6
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.
Troubleshooting
When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server
logs.