The scorecard

The scorecard decides what every call is scored on. Admins manage it under Scorecard in the Workspace menu.

The page lists your Skills, scored from 1 to 5, and your Checks, which are pass or fail. Each row shows the wording the AI follows, how well the AI agrees with your people and how many calls it has scored. Use the search box to find one, or switch between Active and Archived.

Add a skill or check

1. Choose Add skill or check.
2. Give it a name, for example Explained the bill.
3. Choose the type: Skill, scored 1–5 or Check, pass or fail.
4. Under How the AI scores it, write the wording. For a skill, say what a 5, a 3 and a 1 sound like. For a check, say what a pass and a miss sound like.
5. Choose Add to scorecard.

Calls analysed after you add it are scored on it. Past calls aren’t.

Write clear wording

The AI reads the wording on every call, so it is the most important part. Start with the question it answers, for example “Did the agent explain the bill?”. Then say what each score sounds like.

If a skill needs calibration, the scorecard shows a banner with Improve the wording.

Edit a skill or check

Open the row menu and choose Edit skill or Edit check. Each save creates a new version of the wording. Calls scored after you save use it. Scores already given stay as they are.

Changing the type also changes how past results are read. As a check, a skill’s past scores leave every average. As a skill, a check’s past results join them. The sheet warns you before you save.

Get a suggestion

When you edit a skill or check, choose Suggest clearer wording. The AI reads recent disagreements and disputes on it and drafts new wording. It usually takes under a minute, and you can keep editing meanwhile. Nothing changes until you choose Use this wording and save, or you can Discard it.

A suggestion needs enough recent disagreements to work from. Suggestions are written in English, and quoted phrases keep their language.

See where it is used

Choose See where it’s used to open a skill’s calls scored, AI agreement, blind reviews, resolved disputes, patterns and courses.

Archive and unarchive

Choose Archive skill or Archive check to stop using one. Nothing is deleted.

• New calls are no longer scored on it.
• It leaves every average, including past periods, so dashboards show different numbers.
• It drops out of training suggestions and blind reviews.
• Courses already assigned can be finished, but their impact can’t be measured.

Its scores are kept. Open the Archived view and choose Unarchive to bring every number back.