# AI Call Scoring

Use **AI Call Scoring** settings to create scorecards that evaluate recorded
calls against criteria defined by your organization. Each scorecard determines
which calls are evaluated, the available points, and the expected target score.

Key features:

- Score calls automatically against criteria you define, with no manual review.
- Scope scoring to inbound calls, outbound calls, or both.
- Optionally compare results against a target score.
- Review the AI's reasoning and coaching suggestions for every scored item.

Important

AI Call Scoring requires [AI Call Insights](ai-settings.html#ps3-ai-settings-enable)
to be enabled for the phone.systems(TM) subscription in the [DIDWW User Panel](https://my.didww.com/#/phone_systems). If
it is not enabled, AI Call
Scoring settings and results may be unavailable.

## How AI Call Scoring works

A scorecard defines which calls to evaluate and the criteria to score them
against. When a call matching an active scorecard is recorded, AI Call Scoring
evaluates it against each item in that scorecard and stores the result.
Results then appear in [Call Analytics > AI Call Scoring](../Call-analytics/ai-call-scoring.html#ps3-ai-call-scoring).

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    A["Create scorecard"] --> B["Call recorded"]
    B --> C["Matching scorecard"]
    B --> D["No matching scorecard"]
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    E --> F["View results"]
    D --> G["Not evaluated"]

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## Create a scorecard

A scorecard determines which recorded calls AI evaluates and how each call is
scored. It combines general settings with one or more scoring items that define
the evaluation criteria and available points.

1. Go to **AI > Call Scoring**.
2. Click **Add scorecard**.
3. The **Create Scorecard** form opens. Configure the scorecard details
   described in the following table.

| **Field** | **Description** |
| --- | --- |
| **Name** | Enter the scorecard name shown in settings and reports. |
| **Description** | Optionally describe the purpose of the scorecard. |
| **Call direction** | Select **Inbound**, **Outbound**, or **Both**. The scorecard evaluates only calls in the selected direction. |
| **Active** | Enable the scorecard for new matching calls. A disabled scorecard is not used for new evaluations. |

[![Create Scorecard form with scorecard details](../../_images/ai-create-scorecard.webp)](../../_images/ai-create-scorecard.webp)


**Fig. 1.** Create a scorecard

4. Click **Save & continue**. The **Items** section opens, where you add the
   scoring criteria and set the target score.

Scoring items are the individual criteria AI uses to evaluate each matching
call. Each item includes a maximum point value and an evaluation prompt that
tells the AI what to assess.

5. Under **Items**, click **Add item**.
6. The **Add item** form opens. Configure the scoring item fields described in
   the following table.

| **Field** | **Description** |
| --- | --- |
| **Name** | Enter the name of the scoring criterion. |
| **Max points** | Enter the highest score available for the item. |
| **Description** | Optionally explain what the item measures. |
| **Evaluation prompt** | Enter the instruction used to evaluate the call against the item. The counter shows how many of the 200 available characters are used. |

[![Add item form for an AI Call Scoring scorecard](../../_images/ai-add-scorecard-item.webp)](../../_images/ai-add-scorecard-item.webp)


**Fig. 2.** Add a scoring item

7. Click **Save** to add the item.
8. Add any other required items.
9. Optionally enter a **Target score**. The value must be greater than zero
   and cannot exceed **Total max score**. The field becomes available after
   you add the first item.

Suggested score and target ranges

Use the following ranges as a starting point when defining a quality
standard. They are recommendations and are not fixed phone.systems(TM)
classifications.

| **Score range** | **Assessment** | **Suggested interpretation** |
| --- | --- | --- |
| Below 50% | Poor | The call misses several important expectations and should be reviewed. |
| 50-59% | Needs improvement | The call meets some expectations but requires substantial improvement. |
| 60-69% | Acceptable | The call meets the basic standard but has clear opportunities for improvement. |
| 70-79% | Good | The call meets the expected quality standard with only minor issues. |
| 80-100% | Excellent | The call consistently meets or exceeds the defined criteria. |

For a new scorecard, consider setting the target to approximately 60-70% of
**Total max score**, then adjust it after reviewing representative call
results. For example, a scorecard with a total maximum score of 50 could use
a target score of 30-35.

10. Review the configured items, then click **Save** to finish creating the
    scorecard.

Note

Each scorecard must contain at least one item and can contain up to five. The **Items (N of 5)** counter shows the
number of configured items. **Total max score** is calculated from the maximum points assigned to all items. An account
can contain up to three scorecards.

[![Items section of the Create Scorecard form with configured scoring items](../../_images/ai-scorecard-items.webp)](../../_images/ai-scorecard-items.webp)


**Fig. 3.** Configured scoring items

## Edit a scorecard

Update a scorecard when its criteria, scoring items, or target score need to
change.

1. Go to **AI > Call Scoring**.
2. Find the scorecard and open its actions menu.
3. Click **Edit**.

[![Scorecard actions menu with Edit and Delete actions](../../_images/ai-scorecard-actions.webp)](../../_images/ai-scorecard-actions.webp)


**Fig. 4.** Scorecard actions

4. Update the scorecard details, scoring items, or **Active** state. Turn
   **Active** off to stop evaluating new matching calls while preserving stored
   results.
5. Click **Save**.

Note

Changes do not recalculate stored call scores or AI reasoning. Changing only the target score updates target comparisons
in reports without re-scoring past calls.

[![Edit Scorecard form with scorecard details and scoring items](../../_images/ai-edit-scorecard.webp)](../../_images/ai-edit-scorecard.webp)


**Fig. 5.** Edit a scorecard

## Delete a scorecard

Delete a scorecard when it is no longer required and has never been used for an
evaluation.

Note

A scorecard with stored evaluations cannot be deleted. Disable it to stop
evaluating new calls while preserving its historical results.

1. Go to **AI > Call Scoring**.
2. Find the scorecard and open its actions menu.
3. Click **Delete**.

[![Scorecard actions menu with Edit and Delete actions](../../_images/ai-scorecard-actions.webp)](../../_images/ai-scorecard-actions.webp)


**Fig. 6.** Scorecard actions

4. In the confirmation dialog, click **Delete**.

[![Scorecard deletion confirmation window](../../_images/ai-delete-scorecard-confirmation.webp)](../../_images/ai-delete-scorecard-confirmation.webp)


**Fig. 7.** Confirm scorecard deletion

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