Skip to main content
Scorecards evaluate a phone call against multiple, customizable criteria so Sales Managers can measure team performance, coach at key moments, and refine sales strategy.
This feature is available on the Invoca for Contact Center package. Contact your account manager to learn more or upgrade. Before you begin: You need an Invoca for Contact Center account and Sales Manager or Admin access to create and edit scorecards.

​
Overview

Scorecards use AI-based conversation intelligence to automatically score every call from your sales reps — not just a random sample — against criteria you define and weight yourself. Benefits include:
  • Save time by scoring calls automatically instead of listening to samples manually.
  • Score every single call from your sales reps, not just a random sample, to ensure objective results.
  • Create customized score criteria, weighted as you choose, to evaluate what really matters to your business.

​
Creating a scorecard

  1. Log in to your Invoca account and click Score in the sidebar menu. Existing scorecards appear in the menu bar on the left; you can have up to 5 scorecards per account.
  2. Click + New Scorecard, then choose a name. Name your scorecard after a single objective from the conversation — such as a strong call opening or successfully capturing a lead — so it stays unique and memorable.
  3. Add criteria. In the Criteria Builder, use the drop-down menus to choose a Signal from your account. If that Signal occurs in a call, it’s reflected in the call’s score. Click + Add Score Criteria to add up to 20 criteria per scorecard.
  4. Assign each criterion a weight. Not all criteria are equally important — assign a numerical weight to each one to reflect its importance to a successful call. Higher weights count for more, and the final score displays as a percentage. You can also assign target scores to mark a Passing, Adequate, or Failing grade.
  5. Qualify which calls should be scored. Use the Call Qualification menu to decide which calls your scorecard evaluates, based on call details, Signals, and Marketing Data. For example, exclude wrong numbers and hang-ups by setting a minimum call duration of 1 minute.

​
Example scorecards

Script adherence — Signals tracking phrases spoken by your sales rep:
  1. Warm greeting or introduction
  2. Product offer presentation
  3. Promotional offer discussion
  4. Billing and payment disclosures
  5. Order confirmation script
Lead capture accuracy — criteria confirming your reps collect the right information:
  1. Pre-qualification (age, location availability)
  2. Home and billing address
  3. Email address
  4. Home and mobile phone numbers
  5. Household information

​
Using your scorecards

Once a scorecard exists, every qualified call is evaluated against its criteria. Passing and failing grades appear as new Scorecard Signals, which you can view in your Calls report or use to power dashboard tiles and other insights. To view a call’s score, open it in your conversation review tools and click Analysis in the Call List reporting view. You can also change a Signal result manually to correct a call’s score. If a Signal was marked inaccurately, change it to True or False. If your rep never had the opportunity to fulfill a Signal — for example, the call disconnected early — mark it Not Applied instead of False. This removes that Signal from the scoring criteria entirely, so the rep isn’t penalized. For a 5-criteria scorecard where a rep fulfills 4 and the 5th is marked Not Applied, the score becomes 100% (4 of 4) rather than 80% (4 of 5).

​
Where to go next

Last modified on September 7, 2026