Score calls with scorecards

Define weighted criteria, target the calls a scorecard applies to, and find the resulting scores and reasoning.

A scorecard describes what a good call sounds like for your business: a set of named criteria, each with a weight. After a call ends, the analysis scores every criterion from 0 to 100, and the scorecard’s weights combine those into one overall score. Scorecards live under Settings > Call Analysis > Call Scoring.

How a call picks a scorecard

At most one scorecard scores a call. Candidates are read in list order, top first, and the first one whose targeting matches wins — the rest are not applied. That makes the order in the table a decision, not decoration: put your most specific scorecard above the general one.

A scorecard is skipped when any of these is true:

It is paused or archived.
The call is internal. Internal calls are never scored.
The call is shorter than the scorecard’s minimum duration.
The direction does not match the scorecard’s direction setting.
The scorecard names extensions and the call’s extension is not one of them. Inbound calls are matched on the extension that answered; outbound calls on the extension that placed the call.
The scorecard names call groups and the call did not route through one of them. Call groups are an inbound concept, so this filter is not applied to outbound calls.
The scorecard includes or excludes categories and the call’s category does not qualify. Category targeting needs the call classified first, so a call with no category never matches an include filter.

The Specific Call Assistants field is stored with the scorecard but does not currently narrow which calls are scored. Use direction, extensions, call groups, and categories to target a scorecard.

Create a scorecard

Open Settings > Call Analysis > Call Scoring and select Add Scorecard.
Under Basic Info, name the scorecard for what it measures, such as Service Quality or Outbound Follow-up, and add a description if others will maintain it.
Set Minimum Duration. Calls shorter than this are not scored, which keeps hang-ups and wrong numbers out of your averages. New scorecards start at 30 seconds.
Leave Status active. A paused scorecard stays configured but stops scoring new calls.
Under Targeting, choose the calls it applies to: a category filter of All, Included, or Excluded; a direction; and, optionally, specific extensions or call groups. Included and Excluded both require at least one category.
Under Criteria, add at least one criterion — a scorecard with no criteria cannot be saved.
Select Create Scorecard.

Once it is active, matching calls are scored automatically as they finish; there is nothing to run by hand.

Weight the criteria

Each criterion takes a name, a weight from 0 to 100, and an optional description that tells the analysis what the criterion is really asking about.

Weights do not have to total 100. The overall score is the weighted average of the criterion scores, so weights are read relative to each other.
The total may not exceed 100. The weights chip turns red and Save is blocked until you reduce one.
Use the weights to express priority: a criterion at 30 moves the overall score three times as much as one at 10.
Advanced scoring guidelines let you describe what Excellent, Good, Average, and Needs Improvement look like for that criterion. Filling them in produces more consistent partial credit than a name alone, and the wording is what a coach can quote back to the person.

Maintain the list

The table shows each scorecard’s criteria count, minimum duration, category filter, how many analyses have used it, and its status.

Order arrows move a scorecard up or down, changing which one wins a call.
Duplicate copies a scorecard, names the copy with a (Copy) suffix, and places it last so it cannot outrank the original by accident.
Edit opens the same form. Changes affect calls scored from then on; scores already recorded are not recalculated.
Delete is permanent. Calls already scored keep their scores; new calls stop being scored against it.
An Archived badge means the scorecard was set that way by Steer Phones. It does not score new calls and cannot be reactivated from the dashboard — contact support.

Where the scores appear

Call Log can show a score column through the column picker, and the call’s detail panel has a Scoring tab.
In that tab, View detailed scores expands each criterion with its score, its weight out of the scorecard’s total, the reasoning behind the score, and quotes from the conversation. A criterion removed from the scorecard after a call was scored still appears, so old results stay readable.
Insights > Today averages the day’s scores in Avg call score.
Insights > Coaching ranks the low-scored calls and pairs them with coaching tips from the same analysis.
Alert rules can trigger on a scorecard’s score or on which scorecard was used.

Expected result

Matching calls finish with an overall score and a per-criterion breakdown, exactly one scorecard is credited per call, and the list order reflects which scorecard you want to win.

Troubleshooting

No calls are being scored: Confirm at least one scorecard is active, that its minimum duration is not longer than your typical call, and that its direction and category filters can match real traffic.
The wrong scorecard is being applied: The first match in list order wins. Move the more specific scorecard above the general one.
A scorecard with a category filter never matches: Category targeting requires the call to be classified into one of your categories first. Check that the categories exist and are active.
Save is disabled: A criterion is missing a name, a weight is outside 0–100, the weights total more than 100, or an Included/Excluded category filter has no category selected.
The score looks wrong for one criterion: Open the detailed scores and read the reasoning and quotes. If the criterion is ambiguous, sharpen its description or fill in the scoring guidelines.
Old calls did not change after editing a scorecard: Scores are recorded when the call is analyzed and are not recalculated retroactively.