Grade calls with Call Scorecards

Overview#

Call Scorecards grades recorded calls against your own scorecard. Each criterion gets a score from 0 to 4 with a comment and the exact transcript lines behind it. The AI also reads whether the call really booked, why it didn't, and whether it should have booked. Coaches flag moments for people to listen to. Each person sees their own scorecard and trend; coaches see the team.

Before you start#

• Who sees what.

  • Owners and admins see everything and change scorecards and settings.

  • Dispatchers see the team, flag coaching moments, re-grade and fix who handled a call.

  • Viewers (analysts) see the team, read only.

  • CSRs and technicians see only their own graded conversations and coaching moments.

  • Accounting doesn't see Call Scorecards.

• Calls must be recorded with your consent notice. Calls recorded without a notice aren't graded. See Call recording and consent.

• AI and speech-to-text. Grading needs AI connected and on. Office calls also need speech-to-text to be transcribed. Without speech-to-text, office calls aren't graded, but AI receptionist calls can be. The settings page shows a note when either is missing. Nothing is made up: calls wait until they can be graded.

• Grading is off by default. An owner or admin turns it on.

Steps#

Turn on grading#

1. Go to Settings › Phones › Call Scorecards. The page is titled Conversation scorecards.

2. In Call grading:

   • Tick Grade recorded calls.

   • Leave Also grade the AI receptionist's calls ticked if you want them graded too.

   • Set Skip calls shorter than (seconds) (default 30).

   • Set Grade this many minutes after a call ends (default 15). This leaves time for the recording and transcript.

3. Optionally, in In-home sales recording, tick Allow in-home recording and edit What the customer is asked. Technicians can then record sales conversations from the field app after the customer agrees on screen. The audio is transcribed and never stored.

4. Click Save settings.

Edit your scorecard#

1. On the same page, pick the tab: Calls (CSR) or In-home sales.

2. The default Call scorecard has: Greeting, Empathy, Discovery, Asks for the booking, Membership offer, Objection handling and Closing.

3. For each criterion set the name, Weight (1–10) and the Rubric: what good looks like. The AI grades against exactly this text.

4. Under Applies to, tick Inbound calls, Outbound calls or AI receptionist calls.

5. Fill a blank row to add a criterion, or tick Remove to drop one.

6. Click Save as new version. Calls already graded keep the version they were graded with.

Review graded calls#

1. Go to Calls › Call Scorecards (or click Scorecards on the Calls page). The page is titled Conversations.

2. Use the tabs: All, Should have booked, Not booked, Booked, In-home sales, Waiting / not graded.

3. Coaches can pick a Person and click Show.

4. The table shows When, Type, Handled by, Customer, Length, Score, Outcome (AI) and Logged. Click a row to open it.

5. On the call page:

   • Booking outcome shows what the AI read from the transcript next to what the office logged, plus Should have booked, objections and options presented.

   • The scorecard lists each criterion with its score (Missed, Weak, Fair, Good, Excellent), comment and linked lines. A score whose quote isn't in the transcript shows Not counted: no matching line.

   • Coaching notes (AI) gives suggestions.

   • Transcript highlights the lines behind scores. Phone numbers and emails are removed.

Coach#

1. On a graded call, in Coaching moments, enter From line, To line and a Note for the person, then click Flag.

2. The person sees it on the call and on their scorecard, and clicks Mark reviewed after listening.

3. If the wrong person is shown, use Who handled this call, pick the right Person and click Save. The call and its coaching move to them.

4. Click Grade again after changing the scorecard to re-grade a call.

Track trends#

1. Click Insights for the team view: Booking rate (AI-verified), Booking rate (logged), Average score, Should have booked and Membership offered, plus top objections, why calls didn't book, criteria averages and a people table. Choose 7 days, 30 days, 90 days, Calls only or In-home only.

2. Click My scorecard for your own last 30 days, an 8-week trend, your criteria next to the team's pooled average, and your coaching moments.

Settings that change this#

• Settings › Phones › Call Scorecards: grading, in-home recording, scorecards.

• Settings › Phones › Phone Numbers, Call Recording & Texting: Recording and consent (no recording, no grading).

• Settings › AI › AI Assistants & Data Preferences: AI on or off; grading usage is metered there.

• Settings › People › Coaching: coaching challenges and leagues, which can use these scores.

Tips#

• Start with the Should have booked tab. Those are the calls worth a call-back and the best coaching examples.

• Compare Booking rate (AI-verified) with Booking rate (logged). A gap means calls are being logged wrong.

• Keep rubrics concrete ("offers two specific times"). Vague rubrics give vague scores.

Troubleshooting#

• "Call grading is off, so new calls aren't graded." Cause: grading isn't turned on. Fix: an owner ticks Grade recorded calls.

• A call says "Not recorded with notice, so it isn't graded". Cause: recording was off or had no announcement. Fix: turn on recording with a consent notice.

• "Waiting: AI isn't connected or is turned off". Cause: AI is unavailable. Fix: an owner checks Settings › AI › AI Assistants & Data Preferences. The call is graded once AI is back.

• "No transcript (speech-to-text wasn't connected or the recording was empty)". Cause: office calls need speech-to-text. Fix: ask your administrator to connect it.

• "Your role doesn't include reading transcripts." Cause: you can see scores but not transcripts of other people's calls. Fix: ask a dispatcher or owner.

• A CSR can't see a teammate's calls. Cause: by design, CSRs see only their own. Fix: none needed.

FAQ#

How soon is a call graded? About 15 minutes after it ends, or whatever you set in Grade this many minutes after a call ends.

Are voicemails and missed calls graded? No. They're skipped as "Voicemail or missed call". Calls shorter than your minimum are skipped as "Too short to grade".

How is the overall score worked out? It's the weighted average, from 0 to 100, of the criteria that applied to that call.

Coming from ServiceTitan#

• Similar: ServiceTitan's paid Second Chance Leads flags unbooked calls worth calling back. The Should have booked tab does the same here, on top of full scorecard grading.

• Different: you write the rubric, every score cites transcript lines, and CSRs see only their own calls.

• Where it lives: Calls › Call Scorecards for reviewing, Settings › Phones › Call Scorecards for setup.