Call Scorecards

Call Scorecards are evaluation tools that allow managers to score sales reps' calls with context while listening to their recordings. 

Note: Admin grant view-only and/or template creation rights to roles in Workspace Settings. Read more on permissions below. 

How Scorecards Work

Scorecards use a structured 1-5 scoring system across defined skills and parameters. Each scorecard template contains questions mapped to specific skills, allowing you to:

• Evaluate multiple aspects of a sales conversation

• Provide detailed feedback with contextual notes

• Track improvement over time

• Identify coaching opportunities and strengths

How To Create a Custom Scorecard

There are two ways to create scorecard templates, depending on your permissions.

Method 1: From Call Review Page

1. Go to Call Review.

2. Go to My Calls or Team Calls in the top nav and choose the call you want to create a Scorecard for.

3. Click the menu (...) at the top right > Scorecards.

    

    

4. The popup allows you to select the rep. 

5. To create a new Scorecard template, click "Add Template." 

6. You can also choose from popular templates.

7. When you're ready to create a template, follow the Template Creation Process section below. 

Method 2: From Workspace Settings

Admins can create templates from Workspace Settings and grant template creation rights to roles (more on this in the permissions section). 

1. Go to Workspace Settings > Scorecards
2. Click Create Template or click into the existing templates to make edits
3. If you click Create Template, then you can choose from popular templates or create a new one from scratch
4. Follow the Template Creation Process section below

Template Creation Process

Design your scorecard:

1. Name your template with a descriptive title
2. Add questions that align with your coaching objectives
3. Select Skills from the dropdown menus for each question
4. To add new skills, click "Add Skill" from the dropdown menu (see below)

Expand your template:

1. Click "Add Question" at the bottom in blue to include additional evaluation criteria (see below)
2. Ensure each question maps to specific, measurable behaviors

Finish and save:

1. Click "Create Template" in the top right when complete
2. If created from Call Review Page: Copilot will redirect you back to the Call Review Page
3. If created from Workspace Settings: You'll return to the Scorecard settings page, where you can view all templates

A few best practices:

• Focus on 5-8 key skills that directly impact your sales process

• Use clear, specific questions that eliminate ambiguity

• Align scorecard parameters with your sales methodology

• Include both technical skills and soft skills evaluation

• Consider different templates for different call types (discovery, demo, closing)

• Leverage the sample templates as examples or edit them to suit your specific needs

Scoring Calls: The Process

How to Score a Call

1. Access the Call

   • From Copilot, navigate to any recording in My Calls or Team Calls

   • Click the "..." menu in the top right, then select "Scorecards"

2. Set Up Your Scoring Session

   • Use the dropdown menus to select the rep and scoring template

   • Ensure you're using the appropriate template for the call type

3. Evaluate Performance

   • Score each parameter on a 1-5 scale based on observed performance

   • Click "Add a Note" below each parameter to provide specific feedback

   • Include timestamps or specific examples in your notes

4. Complete the Assessment

   • Leave an overall comment at the bottom with summary feedback

   • Click "Submit" to save the scorecard

Score Rating Scale

• 5 - Exceptional: Exceeds expectations, could be used as a training example, such as a gametape, to your best calls folder

• 4 - Above Average: Strong performance with minor areas for improvement

• 3 - Meets Expectations: Adequate performance, meets standard requirements

• 2 - Below Average: Needs improvement, specific coaching required

• 1 - Poor: Significant development needed, immediate attention required

Tracking Performance and Analytics

Accessing Scorecard Analytics

Go to Dashboard > Scorecards for comprehensive performance data.

What You Can Track

Individual Performance:

• Average scores across all skills (1-5 scale)

• Performance trends over time

• Filter based on required skills to track, apply the various filter options at your disposal

Team Benchmarking:

• Rep-to-rep comparisons across key skills

• Identification of top performers and coaching opportunities

Recommended Workflows

For Managers:

1. Weekly Scorecard Reviews: Score 2-3 calls per rep weekly to build comprehensive skill profiles

2. Monthly Coaching Sessions: Use scorecard data to guide one-on-one meetings

3. Quarterly Skills Assessment: Analyze trends and adjust coaching focus areas

4. Team Calibration: Regular sessions to ensure scoring consistency across managers

For Reps:

1. Self-Assessment: Encourage reps to review their own scores regularly

2. Peer Learning: Share best practices from top-performing calls

3. Skill Development Plans: Create targeted improvement plans based on scorecard data

4. Progress Tracking: Monitor improvement over time and celebrate wins

Call Scorecard Role-Based Permissions

Admin can decide who has access to create templates, score calls, and view scores.

This can be configured when creating a new role (for Enterprise plan customers) or from Permission settings.

Non-Enterprise plan customers, go to User Management > Permission Settings:

Scorecard Notifications

Stay informed about scorecard activity with configurable notification preferences:

Email

Call Scored: Reps are notified over email when they are scored

Call Notifications (Slack/MSteams)

Call Scored: Reps are notified by Slack when they are scored