Track Scorecard Results Over Time

Scoring shows how calls score on a scorecard over time, for your whole organization, a team or a single rep. Managers and admins find it under Analytics in the sidebar. Scores come from your scorecard templates; to build one, see Build a Scorecard Template. To read the results of a single call, see Review Scorecards on a Call.

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1. Open Scoring

In the sidebar, go to Analytics → Scoring. The page opens on Scorecard Summary, with a chart at the top and the All Team Members table below it.

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2. Pick a scorecard and a date range

At the top of the page, next to Scorecard Summary:

1. Click the scorecard picker and choose a scorecard. You can type in Search scorecard… to find it. The page opens on your first active scorecard.
2. Click the date range and choose Past Week, Past Month, Past Year or Max. To pick your own dates, click Custom Date Range. The page opens on Past Week.

The chart and the table both update to the scorecard and dates you pick. Scorecards that were turned off keep their results. They are listed under Inactive at the bottom of the picker: click Inactive to expand the list. When you pick one, it shows an Inactive badge and the page shows its historical data.

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3. Read the chart

By default, the chart shows All Teams Average: the overall score of every scored call in the date range, as a trend line. To change what the chart shows, use the controls above it:

• Scorecard Average: the first dropdown charts the overall score. Pick one of the scorecard’s fields instead to chart that criterion alone.
• People: pick teams or reps to compare. Each one gets its own line, and each team also has an average option named after it (for example, Sales Average). Use Search… to find someone, or Select All. Click Reset to go back to the overall view. If you manage a team, the chart opens with your primary team and its members already picked.
• Show Calls: shows each scored call as a dot on the chart. Hover over a dot to see the call’s title and score, and click it to open the call in a new tab.

When you compare people, click a name in the legend to highlight its line, or click the X next to it to remove it. To look at two views at once, click + next to Show Calls. Another chart opens with its own score, people and Show Calls controls. Click the trash icon on a chart to remove it.

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4. Compare reps in the table

The All Team Members table has one row per rep, with their Overall Score and a column for each field of the scorecard. Each cell is colored by how high the score is on the scorecard’s scale, and the Total row at the top averages each column.

• Click a column header to sort by it. Click again to reverse the order.
• Use the People dropdown above the table to show only some teams or reps. Click Reset to show everyone again. If you manage a team, the table opens with your primary team picked.

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5. Drill down into a rep’s calls

Click a rep’s row to open their panel. It shows:

• the rep’s trend chart for the same scorecard and dates, with its own score dropdown and Show Calls button;
• the Conversations table: each of the rep’s scored calls, with the call’s date, its Overall Score and its score on each field.

Click a call’s title to open it in a new tab, on the call page where you can review its scorecard.

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Troubleshooting