QA Scorecards

Let’s talk Quality Assurance (QA). Continuous coaching and performance monitoring drive better customer service, client retention, and employee motivation.

Ai Scorecards automate call grading with objective, actionable insights—no manual effort required. With ready-to-use templates, you can get started instantly, all within the Dialpad app!

Let's dive into the details.

Who can use this
Ai Scorecards can be used in Contact Centers and Coaching Teams, for users with Dialpad Support and Dialpad Sell accounts.
Contact us today to enable Ai Scorecards for your team (there is an additional fee for this feature).

Create a scorecard

Create a traditional scorecard or add Ai Questions to your scorecard. Using Ai Questions automates call grading, reducing the time managers spend manually reviewing calls or shadowing agents.

To create an Ai scorecard, go to your Dialpad Admin Settings.

Select Ai Scorecards > Select Create Scorecard
Enter the name and description of your scorecard
1. Every scorecard must have a unique name.
Select which Contact Center or Coaching Team can use the scorecard
1. Scorecards can be applied to a single Contact Center or Coaching Team, or multiple.
2. Unless specified, a scorecard is assigned to all Contact Centers and Coaching Teams.
Choose how you want the scorecard to be graded
1. Grade by Ai: All calls are fully automated and graded by Ai.
2. Suggestions by Ai: Ai will grade the call, but a supervisor will still need to review the grade and submit the final score.
3. Ai off (Manual grade): No Ai assistance, the supervisor will need to manually review and grade each scorecard.
Select the Ai Questions you want to use
1. If Ai is off, you cannot add Ai Questions.
Select Create scorecard
Review each question and edit as needed. You can:
1. Change the points allocated to each outcome.
2. Add a comment field and make it mandatory.
3. Allow a question to be skipped.
4. Automatically fail an entire scorecard for a certain response.
Add additional questions as needed
1. To add more Ai Questions, select Add Ai Questions
2. To create your own question, select Create new question
  Mandatory question content
  Every question must have the following components:
  Question title: Question or statement to be considered when grading the call
  Response type: Yes/no, agreement (Likert), frequency (Likert), importance (Likert), likelihood (Likert), or quality (Likert)
  Ai questions can only be yes/no. If you choose a different response type, the question will revert to a traditional (non-Ai) question and will not be scored by Ai.
  Ai Automated Scorecards provide a 'Yes' or 'No' answer, while Ai Suggested Scorecards only give a 'Yes.' If no answer is detected, the grader scores it manually.
  Responses are auto-filled to match the response type chosen but are customizable.
  Points: Point value given for each response
  Optional question content
  Get granular by adding any of the following optional question features:
  Add a comment: Creates an open text box allowing graders to add comments.
  A comment field can be added for each question — all grading comments appear on the detailed scorecard exports.
  The comment field can be mandatory or optional.
  Allow question to be skipped: Marks the question as N/A without affecting the agent's overall score.
  Ai Automation can be added to a question but Ai will not select N/A for an answer.
  N/A responses need to be manually changed within the scorecard.
  Ai Automation currently only supports yes/no answers.
  Automatically fail entire scorecard for certain responses: When selected, this feature automatically fails the entire scorecard, giving the agent a 0% grade.
  A scorecard can have multiple questions marked to be automatically failed.
  Save question as a template: Saves the Ai question, allowing you to re-use it in different scorecards
Once you've finished adding and editing questions, select Publish
Select Yes, publish now to complete the scorecard creation

Multiple choice questions

Multiple choice questions must be graded manually and cannot be added to an Ai Automated scorecard.

Within the response dropdown, scorecard creators can select multiple choice as a new response type.

How multiple choice questions work:

Each multiple choice question can include up to 10 total response options.
- If a "Skip" option is included, it counts as one of the 10, allowing up to 9 additional custom response choices.
You can assign a maximum score to the question, but the individual response values do not need to add up to that score.
- Multiple choice questions are designed to support more than one correct answer, which allows for different combinations of responses to reach the full score.
- The system calculates a proportional score, meaning the agent’s score for that question will reflect the percentage of correct answers chosen—up to 100%.

Non-score impacting follow up questions

Use follow up questions to provide more clarity and context within scorecards. These non-score impacting questions enable graders to capture more detailed feedback when a primary question warrants additional explanation.

Each follow-up question can include:

A title
A response type:
- Single Selection
- Multiple Choice
- Open Response

Change scorecard grading method

While the scorecard is in draft mode, you can change between the three different grading options.

To change a grading type:

Select the scorecard (remember, it must be in draft mode)
Select the current grading method
Choose the new grading method from the dropdown
Select Save

Notes
If you change the grade type from Grade by Ai to Suggestions by Ai, the scorecard will still use Ai features, but it will only select a Yes response instead of Yes or No during the call. The graders will then need to submit the final grade manually.
If the scorecard grade type is changed from Grade by Ai to Ai off (manual grade), the scorecard will lose all Ai functionality, and all questions must be answered manually by the supervisor or grader. If a scorecard with Ai questions is switched to Ai off (manual grade), you can change it back to Suggestions by Ai again.
However, if you want to change the scorecard back to Grade by Ai, you'll need to change all question response types to Yes or No and re-add any trigger words or phrases, as these are removed when you switch to Ai off (manual grade).

Edit trigger words and phrases

The more a scorecard is used, you may realize you forgot a few trigger words and phrases. Don’t worry, these can be updated.

To edit trigger words and phrases go to your Dialpad Admin Settings.

Select Ai Scorecards
Select Ai Questions
Beside the questions, select Options
Select Edit
Add new phrases or trigger words, or delete unwanted ones
Select Save

Archive a scorecard

Workflows adapt, and your scorecard needs will change as your company grows. Ai Scorecards can be archived, which maintains the card's analytics data.

To archive a scorecard, head to your Dialpad Admin Settings.

Navigate to Ai Scorecards
Beside the scorecard, select Options
Select Archive
When prompted, select Yes, Archive — remember this action is not reversible

Finding archived scorecards

Archived scorecards can be viewed at any time using the Archived filter.

Duplicate a scorecard

Need to create a copy of a scorecard? No problem.
To duplicate an Ai Scorecard, go to your Dialpad Admin Settings.

Select Ai Scorecards
Beside the scorecard, select Options
Select Duplicate
Review the copy of the scorecard, then select Publish
When prompted, select Yes, publish now

Grade an interaction

Ai questions are automatically graded with Dialpad Ai pre-selecting answers based on the conversation, all the supervisors, Contact Center admins, or coaches need to do is review the Ai-assigned grade, and review any traditional (non-AI) questions.

Currently, only Contact Center and Coaching team calls can be graded — you cannot grade department or mainline calls.

To grade a call:

Go to Conversation History
Find the call you want to grade
Select Options (that’s the 3 dots)
Select Grade session
Select the desired scorecard, then select Next
1. If the scorecard has any Ai questions, you'll see what percentage was completed by Ai
2. Scorecards with the highest completion rate are listed first
3. You'll only see the scorecards that have been applied to the Contact Center or Coaching team that the call belongs to
Fill out the scorecard, updating Ai Questions as needed
1. On the left, the Moments sidebar tells you how many times each Ai Question was triggered. Click on each Ai Question to see where in the transcript the question was triggered. See why AI suggested a response by clicking on the Suggested by Ai answer on the scorecard. This will take you to the exact moment in the conversation where the trigger word was mentioned.
2. If the trigger word was mentioned multiple times, you can click on the Suggested by Ai answer multiple times to navigate through each moment of the transcript.
Select Submit grade, or Submit & share

Once the grade has been submitted, the supervisor can view the grade details in the Conversation History view.

Each scorecard has an Overall Searchable comment field, which also displays the detailed exports. Comments entered here are searchable in the call history as well as in analytics.

If a call has screen capture enabled, you can listen to the recording and view the screen capture within the call summary view.

Choose the screen you’d like to watch and press play (that’s the purple triangle), and you’ll be able to obtain the complete perspective of the call.

Tip
Dialpad Ai can only detect 'Yes' answers during a call. It cannot identify 'No' responses or give a grade for the call automatically.

Voicemails will be analyzed by Ai Scorecards, but won’t be automatically scored or submitted, nor will they affect the agent’s grade.

Graders can easily view all scheduled grades by selecting View Schedule on any graded call.

A pop-up will display the scheduled dates for sending graded scorecards.

Use the drop-down menu to switch between viewing grades for all agents or specific agents.

Notes
Regardless of the selected search filter, all search filters are based on the date of the call.

View graded interactions

Supervisors can search for graded interactions based on Contact Centers or agents.

To easily find graded interactions:

Go to Conversation History
Select More Filters
Select Ai Scorecards
Choose your desired filters, then select Apply

In the Ai Scorecard search filter, you can search by the following criteria:

Graded/Not Graded by (anyone): Displays calls that have been graded by you or a fellow supervisor, admin, or coach.
- Your ability to search for grades submitted by another user depends on your permissions.
- To find calls graded by Ai, enter Dialpad Ai as the grader name.
Ai Scorecard: Displays calls graded by a specific scorecard.
Grade Score: Displays calls graded with a specific score range.
Search Overall Call Feedback: Displays calls based on the overall feedback noted. The search query must match the feedback entered when the grade was submitted.
Date Graded: Displays calls graded within a certain date range.
Grader: Displays calls graded by a specific grader.

Note
Calls graded by Ai are shown in purple with the Ai icon, while manually graded calls are displayed in black text.

Hover over a grade to see who graded the call, when it was graded, and which Ai scorecard was used. Depending on your Ai Scorecard permissions, you can select the grade to go directly to the call review page.

Edit a grade

A scorecard that was graded by AI can only be edited once. After editing, the score will be marked as manually graded and can't be changed again.

To edit an automated grade:

Go to Conversation History
Select a call with an automated grade
Select Ai Scorecards
Select the automated scorecard
Select Edit grade
Select the Ai answers you want to edit
Select Update

After the grade is updated, the scorecard will display the previous Ai score along with the new manually graded score.

Delete a grade

Need to delete a grade? No problem! However, what you can delete depends on your permissions.

Office administrators can delete any grade in their office.
Supervisors can only delete grades that they submitted.

Once a score has been deleted, it will be removed from the Conversation History and Scorecard Analytics data.

To delete a grade, navigate to Dialpad Admin Settings.

Navigate to Conversation History > More Filters
Select the Ai Scorecards
Choose your desired filter, then select Apply
Select the grade to view the scorecard
Select the trashcan icon at the bottom of the scorecard
Select Confirm to confirm deletion

Share scores with agents

Feedback is crucial to prevent habit formation. Supervisors can grade a call and share the score with the agent in real-time, or schedule the grade to be shared at a later date.

Scores can be shared with the agent via email or Dialbot alert.

To share a graded call:

Select Share grade
Choose to Share now or Share later
1. Scheduled sharing sends the grade on the date of your choice, up to 30 days out
Select your sharing method
1. Grades can be shared via email, Dialbot alert or both
Select Share now

Once shared, the agent is notified of the grade, the grader, and the call.

From the Call Summary page, the agent can view the details of the grade, broken down by question. Scorecard analytics

More information

For more information on using Ai Scorecards and the granular data they provide, be sure to read these Help Center articles.

Learn more

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