Custom AI Scorecards
Score the Call the Way You Would
Write what a good call looks like in plain language, decide what counts for more, and set the pass mark. Every call on that queue is scored the same way, with the line from the transcript behind each mark.
- Confirmed the account holder—
- Offered the payment plan—
- Agreed what happens next—
What Goes on a Scorecard
Written the Way You'd Say It
“Confirmed the account holder before discussing the balance.” “Offered the payment plan.” The scorecard is those sentences, not a keyword list to maintain.
Some Items Count for More
A missed disclosure can outweigh a clumsy greeting. You set the weight, and you can make one item an automatic fail.
A Pass Mark per Scorecard
Sales might pass at 70. Accounts might pass at 85. The number is yours, and a completed call comes back with a score against it.
A Different Card per Queue
Sales, support, and accounts do not share one rubric. Each queue, or each campaign, is scored on its own.
The Line Behind the Mark
Each item comes back met or missed, with the sentence from the call that decided it. An agent can see why, and can disagree with it.
The Next Call Uses the New Card
Change a sentence or a weight and it applies from the next call. You are not retraining a room of reviewers.
Pass mark, by queue
- SalesPass 70
Weighted heaviest: Offered the next step
- AccountsPass 85
Weighted heaviest: Confirmed the account holder
- SupportPass 75
Weighted heaviest: Said what happens next
What Scoring It Yourself Is Worth
The Thousandth Call Is Scored Like the First
The same sentences, the same weights, whoever took the call and whenever it happened.
The Review Is About the Call
A low score comes with the quoted line. The conversation is about what was said, not about who was reviewing that day.
You Measure the Behaviour You Care About
Offering the plan, confirming the account holder, agreeing the next step. Not whatever a generic checklist happens to include.
A Change Does Not Wait for a Training Day
Edit the card and the following calls are scored on it. Last month's calls stay on the card they were scored with.
The Rest of Call Analytics
A scorecard is how you define a good call. These cover the queue standard, how the caller felt, and how the scores roll up for each person.
Flag a call as a low, medium, or high risk of an SOP breach, then have a person confirm it.
Track how callers actually feel and which phrases keep coming up.
Dashboards that show who is improving, who is stuck, and why.
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