> ## Documentation Index
> Fetch the complete documentation index at: https://invoca-5bd45748-mintlify-6c3474a6.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Scoring: Agent Performance and Call Evaluation

> 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](https://community.invoca.com/t5/getting-started-with-reporting/basic-knowledge-invoca-reports/m-p/588#U588) or use to power [dashboard tiles](https://community.invoca.com/t5/getting-started-with-reporting/an-introduction-to-your-invoca-dashboard/m-p/494#U494) and other insights.

To view a call's score, open it in your [conversation review tools](https://community.invoca.com/t5/invoca-reporting-suite/how-to-review-your-phone-calls-via-recordings-and-transcripts/m-p/503#U503) and click **Analysis** in the Call List reporting view.

You can also [change a Signal result manually](https://community.invoca.com/t5/conversation-analytics/how-to-change-your-signal-results-manually/m-p/683#U683) 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

* [Getting Started for Sales Representatives](https://community.invoca.com/t5/invoca-overview/getting-started-for-sales-representatives/m-p/670#U670)
* [Getting Started for Sales Managers](https://community.invoca.com/t5/invoca-overview/getting-started-for-sales-managers/m-p/669#U669)
* [How to review your phone calls by listening to recordings and reading transcripts](https://community.invoca.com/t5/invoca-reporting-suite/how-to-review-your-phone-calls-via-recordings-and-transcripts/m-p/503#U503)