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After a call is processed, Attention scores it with every scorecard template that applies to it and shows the results on the call’s Coaching tab. To build or change the templates, see Build a Scorecard Template.

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1. Open the Coaching tab

  1. Go to Conversations → All Calls and open a call.
  2. In the tabs next to the recording, click Coaching.
Each scorecard that scored the call has its own section, titled with the scorecard’s name. A scorecard on the Coaching tab with the overall score circle, the field score bars and the summary

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2. Read the results

The top of each scorecard gives you the overview:
  • Overall score: the circle shows the call’s score for the whole scorecard, out of the template’s maximum score.
  • Field scores: a bar for each field of the scorecard. The first four are listed by name, and any others are grouped in one row below them.
  • Summary: the main takeaways from the call for this scorecard.
Below the overview, each field has its own row with:
  • its score, on the scale set in the template;
  • a description that explains the score;
  • quotes from the call that support it. Click the timestamp next to a quote to jump to that moment in the recording.
A scorecard field with its score, the description and a quote with its timestamp

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3. Edit scores and descriptions

To correct a scorecard on a call:
  1. Click the ⋯ menu next to the scorecard’s name, then Edit scores.
  2. Drag a field’s slider to change its score, and edit the text below it to change its description. You can also edit the scorecard’s summary.
  3. Click Save, or Cancel to discard your changes.
A Scorecards updated message confirms the change, and the overall score updates to match the new field scores. There’s no option to re-score a call. To correct a result, edit it.

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4. Delete a scorecard from the call

  1. Click the ⋯ menu next to the scorecard’s name, then Delete scorecard from call.
  2. Click Delete to confirm.
The scorecard’s results are removed from this call. The template, and the results it gave other calls, stay as they are.
Deleting a scorecard from a call can’t be undone.

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Troubleshooting

No scorecard template applies to the call. A template scores the calls of the teams and call tags you pick on it, starting with the calls processed after you save it. Internal calls aren’t scored. To check a template’s teams and tags, see Build a Scorecard Template.