The scorecard allows you to automate the evaluation of your calls using AI by defining precise quality and performance criteria. Below are the steps to configure it.

Creating a scorecard

1) Accessing scorecard

From the Empower settings, access the AI customization section. Click on scorecard and coaching, then select create a scorecard. Three options for creating a scorecard are available.

2) Creating a scorecard

You can choose between three different methods to build your evaluation sheet.

Create with the AI agent

This is the guided method. Simply answer the chat questions (main objective, call type, key criteria such as empathy, existence of a script, etc.). The AI will automatically generate a tailored scorecard.

• A chat opens to help you create your scorecard.

• Answer the questions asked by the AI.

• Click on view scorecard.

• Your sheet is created, and you can now modify it and add users or groups.

Creation from a template

Use an existing scorecard where all fields are already filled in. You just need to customize it to fit your needs.

• Choose the desired template.

• Name your scorecard.

• Describe your objectives and evaluation criteria.

• Configure the settings and options.

Manual creation

This is the most flexible option. You name your form, choose the use case, and write the instructions. It is recommended to include the role the AI should take, the scoring methodology, and the key steps of the call.

• Name your scorecard and add your instructions.

• Import a file or provide text related to product knowledge.

• Add your script, then define the themes and moments to analyze.

• Add negative words, add a tolerance, and then activate the conversational skills.

The conversation skills section evaluates how naturally and effectively agents communicate during calls. It analyzes elements such as listening balance, pacing, interaction quality, and the overall flow of the conversation.

These metrics are automatically tracked by AI to help identify communication strengths and areas for improvement.

AI Auto-Tracked Metrics

• Silences: Detects long or awkward silences during the call for both the agent and the contact, which may indicate hesitation or disengagement.
   

• Interactions: Measures the quality of the conversation flow, including interruptions, average monologue duration, filler words used, and overall interaction dynamics.
   

• Talk-to-Listen Ratio: Analyzes the balance between speaking and listening to ensure the agent allows enough space for the contact to express their needs.
   

• Speech Rate: Evaluates the agent’s speaking speed to determine whether it supports clear communication and strong engagement.
   

• Call Mood: Analyzes the language and tone used by the contact to identify whether the overall experience was positive, neutral, or negative.
   

• Call Closing: Assesses how effectively the call is concluded by measuring whether the conversation reached a clear resolution aligned with the call’s objective.

3) Assigning the scorecard to a user/team

• Don't forget to add the users and groups authorized to use the evaluation sheet. 
• You can also allow the automatic addition of new users if necessary.

🎉 By completing these steps, you now know how to create and configure your empower evaluation sheet.

4) Evaluation form in your Call Studio 

Once your evaluation form has been created and activated, you can use it for each call in the Call Studio. F

rom this section, you can :

• Switch evaluation forms
• View the call summary
• Access the detailed call analysis
• Add comments

🎉 That’s it! You now know how to configure your evaluation scorecard.