AI Coach Scorecards

Scorecards are the evaluation frameworks AI Coach uses to assess rep performance on every call. Each scorecard is built from consolidated playbooks and methodologies, defining the specific criteria the AI measures during a review. When you start a manual review or let Automated Reviews run, the scorecard that gets applied determines what is analyzed and how the report is structured.

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Where to find scorecards

Go to Settings > Team > Scorecards to see every scorecard available to you in one list, across all your workspaces. Search, group by tag or language, and switch between the Custom and Template tabs to find a scorecard. Click the info icon on any row to preview its contents. Each row has up to three controls:

• Auto-apply — turn this scorecard on for your own reviews. It only affects your calls.
• Assign — give the scorecard to other people in a workspace you manage. See Assigning a scorecard to your team.
• Edit — change the scorecard’s criteria, insights, description, hints, or tags.

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Assigning a scorecard to your team

Click Assign on a scorecard row to give it to other people. Pick the workspace, choose who gets it — Everyone, Only Members, Only Managers, or Specific people — and save. The scorecard is added to whatever each person already has. Switch to Override existing to replace their current scorecards with this one instead.

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What’s inside a scorecard

Every scorecard has three parts that work together: You can preview these in the scorecard template viewer. The Scorecard tab lists every criterion AI Coach evaluates: The Insights tab shows what AI Coach pulls out of each matching call:

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How criteria are scored

Each criterion is a question AI Coach answers about the call. Every criterion defines what counts as Met, Partially met, and Not met, so the evaluation is consistent from call to call. For example, for “Was the agenda and objectives for the call agreed upon by both parties?”:

Met: The rep set a clear agenda and the prospect explicitly aligned on the goals for the call. Partially met: An agenda was mentioned, but in a superficial way or without confirming the prospect agreed. Not met: No agenda or objectives were established at the start of the call.

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Weight

Every criterion carries a weight that controls how much it moves the overall score: Use weights to reflect what matters most for a given call type — a critical step a rep must never miss versus a nice-to-have that only slightly nudges the score.

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Skippable criteria

A criterion can be marked with a skippable condition — a rule that tells AI Coach when the question simply doesn’t apply. When the condition is true for a call, the criterion is skipped and left out of the score instead of being marked Not met.

Skippable Condition: Skip if no objections were raised during this conversation.

This keeps scores fair: a rep isn’t penalized for not handling objections on a call where none came up.

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Built-in scorecards

Triple Session provides a set of ready-to-use scorecards covering the most common call types:

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Scorecard details and language

Open a scorecard and go to the Details tab to set its name, language, and tags.

• Scorecard Name — How the scorecard appears in lists and reviews.
• Scorecard language — The language used for scorecard prompts, criteria, and generated evaluation text. Set this to the language you want the criteria breakdown and scores written in.
• Tags — Comma-separated labels used for quick search, grouping, and filtering in the scorecard list.

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Insights language

Insights have their own language setting, found on the Insights tab. Insights language controls the language used for generated insight titles and prompts — independent of the scorecard language. A team can score calls in English while producing insights in Portuguese, for example.

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Learn more