Scorecard Templates
Scorecard templates define the criteria used to evaluate sales calls. Admins create and manage templates in Settings.
Creating a Template
Navigate to Settings > Scorecards
Click Create Template
Enter a template name and description
Add questions — each question represents a skill or behavior to evaluate
Set weights for each question to indicate relative importance (higher weight = more impact on overall score)
Add optional scorer notes with guidance for evaluators on what to look for
Click Save to save as a draft
Publishing a Template
Templates must be published before they can be used for scoring. Publishing locks the questions to ensure scoring consistency across all evaluations.
Important: Once published, you cannot edit the questions in a template. You can unpublish a template to make changes, but any existing scores using that template remain unchanged.
Auto-Scoring Configuration
Set up automatic scorecard creation for calls that match specific criteria:
Team filter — Apply only to specific teams
Call direction — Inbound, outbound, or both
Minimum duration — Only score calls longer than a threshold
Title keywords — Match calls with specific keywords in the title
When a call matches the criteria, a scorecard is automatically created and assigned for review.
Managing Templates
Edit — Modify draft templates (unpublish first if already published)
Duplicate — Create a copy of an existing template as a starting point
Delete — Remove templates that are no longer needed