Ai 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.

Create a scorecard

Create a traditional scorecard, or add Ai Questions to your scorecard. When Ai Questions are used, every call is graded by Dialpad Ai, removing the need for managers to spend hours a week manually reviewing calls or shadowing agents.

Dialpad offer 3 grading options when creating a Scorecard.

• Grade by Ai: All calls are fully automated and graded by Ai.

• Suggestions by Ai: Ai will grade the call, but a supervisor will still need to review the grade and submit the final score.

• Ai off (Manual grade): No Ai assistance, the supervisor will need to manually review and grade each scorecard.

Notes

To use Ai Questions, Dialpad Ai must be turned on.

Remember, Ai must be enabled at the company level before you can configure Ai preferences for Offices, Contact Centers, individual users, and Coaching Teams.

If you don’t see the Ai option in your settings, reach out to your admin.

To create an Ai scorecard:

1. Go to your Dialpad Admin Settings

2. Select Ai Scorecards

3. Select Create Scorecard

4. Enter the name and description of your scorecard

   1. Every scorecard must have a unique name.

5. 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.

6. Choose how you want the scorecard to be graded

   1. Select Grade by Ai, then choose the grading type.

7. Select the Ai Questions you want to use

   1. If Ai is off, you will not be able to add Ai Questions.

8. Select Create scorecard

9. 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.

10. 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

    Question content

    Every question must have the following components:

    1. Question title: Question or statement to be considered when grading the call

    2. Response type: Yes/no, agreement (Likert), frequency (Likert), importance (Likert), likelihood (Likert), or quality (Likert)

       1. 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.

       2. Responses are auto-filled to match the response type chosen but are customizable.

    3. Points: Point value given for each response

    Get granular by adding any of the following optional question features:

    1. Add a comment: Creates an open text box allowing graders to add comments.

       • The comment field can be mandatory or optional.

       • A comment field can be added for each question — all grading comments appear on the detailed scorecard exports.

    2. Allow question to be skipped: Marks the question as N/A without affecting the agent's overall score.

    3. 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.

    4. Save question as a template: Saves the Ai question, allowing you to re-use it in different scorecards

11. Once you've finished adding and editing questions, select Publish

12. Select Yes, publish now to complete the scorecard creation

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:

1. Select the scorecard (remember, it must be in draft mode)

2. Select the current grading method

3. Choose the new grading method from the dropdown
   

4. 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:

1. Go to your Dialpad Admin Portal

2. Select Ai Scorecards

3. Select Ai Questions

4. Beside the questions, select Options

5. Select Edit
   

6. Add new phrases or trigger words, or delete unwanted ones
   

7. 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.

1. Navigate to Ai Scorecards

2. Beside the scorecard, select Options

3. Select Archive
   

4. When prompted, select Yes, Archive to archive the scorecard —remember this action is not reversible

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, head to your Dialpad Admin Settings.

1. Select Ai Scorecards

2. Beside the scorecard, select Options

3. Select Duplicate
   

4. Review the copy of the scorecard, then select Publish

5. 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:

1. Go to Conversation History

2. Find the call you want to grade

3. Select Options (that’s the 3 dots)

4. Select Grade session

   

5. 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

      

6. 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.

7. 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:

1. Go to Conversation History

2. Select More Filters

3. Select Ai Scorecards

4. Choose your desired filters, then select Apply

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

1. 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.

2. Ai Scorecard: Displays calls graded by a specific scorecard.

3. Grade Score: Displays calls graded with a specific score range.

4. 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.

5. Date Graded: Displays calls graded within a certain date range.

6. 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:

1. Go to Conversation History

2. Select a call with an automated grade

3. Select Ai Scorecards

4. Select the automated scorecard
   

5. Select Edit grade
   

6. Select the Ai answers you want to edit

7. 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.

1. Navigate to Conversation History

2. Select More Filters

3. Select the Ai Scorecards

4. Choose your desired filter, then select Apply

5. Select the grade to view the scorecard

6. Select the trashcan icon at the bottom of the scorecard

7. 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:

1. Select Share grade

2. Choose to Share now or Share later

   1. Scheduled sharing sends the grade on the date of your choice, up to 30 days out

3. Select your sharing method

   1. Grades can be shared via email, Dialbot alert or both

4. 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.

Who can do what

There are 4 different Ai Scorecard permission levels:

• Supervisor

  • Coaches have the same QA Scorecard permissions as supervisors.

• Contact center admin

• Office admin

• QA grader

Let's take a deeper look at user permissions and who can grade which calls.

Note

Users can have multiple permission types.

You can only edit grades for calls that you have graded.

Users can always view the full grades and scorecard details for interactions that they have graded.

* Access to graded scorecards details for Contact Center Admins, Supervisors, and Coaches can be enabled by Company or Office admins through the Advanced Settings on the Contact Center and Coaching teams.

QA Grader

The QA Grader role contains three permission types:

1. Scorecard access: All coaching teams - Provides the grader access to all coaching team calls across the entire company

2. Scorecard access: Contact centers (office) - Provides the grader access to all contact centers calls within their office

3. Scorecard access: Contact centers (company) - Provides the grader access to all contact center calls across the whole company and can only be assigned by the company (super) admin

Access scorecard graded by someone else

Contact Center Admins, Supervisors, and Coaches can view scorecards graded by others if they have the appropriate permissions. These permissions are managed at the Contact Center or Coaching Team level and can only be granted by Company or Office Admins.

Enable for Coaching Teams

To enable Coaching Team Coaches to access scorecards graded by others:

1. Go to your Dialpad Admin Settings

2. Navigate to Coaching Teams

3. Select a Coaching Team

4. Navigate to Advanced Settings

5. Check the box beside Allow Coaches to see details of scorecards for this Coaching team when calls are graded by someone else

   

Enable for Contact Centers

To enable Contact Center Supervisors and Admins to access scorecards graded by others:

1. Go to your Dialpad Admin Settings

2. Navigate to Contact Centers

3. Select a Contact Center

4. Select Advanced Settings

5. Navigate to Admin and Supervisor Settings

6. Select Allow supervisors to see details of scorecards for this Contact Center when calls are graded by someone else

   

Scorecard analytics

Dialpad provides supervisors and admins a clear overview of their team's and agent's performance with in-depth scorecard analytics.

Learn all about scorecard analytics in this handy Help Center article.