What is the Call Scorecard?

Last updated: September 30, 2026

In one sentence

The Call Scorecard is an AI-written evaluation of how you ran the session — your technique, your questions, how you handled what came up — scored against the rubric your organization chose.

Why it exists

Most coaches never get feedback on their own calls. The Scorecard gives you a consistent second pair of ears on every session, so you can see what you're doing well and where to push yourself.

It's designed for self-improvement, coaching supervision, and quality assurance — not client progress. Client progress lives in your Call Notes and Client Memory.

When it's available

The Call Scorecard is opt-in at the Call Type level. Your admin turns it on for a Call Type by writing evaluation instructions on that Call Type. If they haven't, appointments using that Call Type do not show a Call Scorecard section.

When it is turned on, the Scorecard runs automatically after the call, at the same time as your Call Notes.

Where you'll find it

Open the appointment. When the appointment's Call Type has Call Scorecards turned on, a wide screen shows your Call Notes on the left, the recording and transcript in the middle, and the Call Scorecard on the right. On a tablet, those sections stack on the same page. On a phone, use the Call Notes and Call Scorecard tabs near the top; the recording and transcript remain below.

If you're an admin, you can enable Call Scorecards for a Call Type by editing it and filling in Call Scorecard Instructions — describe what the AI should evaluate (the framework, the techniques, the rubric). Leave that area blank and Call Scorecards stay off. See the Call Types area for the full walkthrough.

What you'll see

The Scorecard starts with a short Summary at the top — an overall read-out of how the session went and the single most important area to work on. Below it, each evaluation criterion appears as a collapsible section with its own score on the heading (for example, Rapport Building 4/5, Active Listening 3/5), so you can scan the rubric without opening anything. Each section starts collapsed — click a heading to read the rationale, and click it again to close it.

If you've been using Call-E for a while, your older Scorecards use those same collapsible sections — they just won't have a Summary at the top. Scorecards from your very first weeks on Call-E still show as plain text with no sections at all — that hasn't changed.

On an older Scorecard, each criterion's score sits inside the section instead of on the heading — open the section to see it.

Where you'll see coaching insights

When you have recent Scorecards, a compact Coaching insights card appears near the top of your dashboard. It shows your overall score as a ring, a trend label with a small trend line, how many calls and Call Types it's based on, and the two coaching criteria that need the most attention right now.

If you have more than one Call Type, a dropdown appears next to the Coaching insights heading. It starts on All call types, which is the summary across everything you've recorded. Pick a single Call Type from it and the card shows that Call Type's own score, trend, call count, and the two criteria that need the most attention for it. Pick All call types again to go back. With only one Call Type, the card already shows that Call Type's own numbers, so there's no dropdown to pick from.

What you can do with it

  • Review your own sessions — look for patterns across many calls, not just one.
  • Regenerate the scorecard — if the regenerate icon appears in the Call Scorecard footer, select it to generate a new version without changing the Call Type.
  • Change the appointment's Call Type to get a fresh Scorecard — Call-E asks you to confirm, then regenerates it against the new rubric.
  • Use it in supervision — a supervising coach can review scorecards alongside you.

Tell us if it helped

Next to the Updated time at the bottom of your Call Scorecard, click Helpful or Not helpful to rate it. This is currently in preview. See Tell Call-E if Call Notes, the Scorecard, or Call Guidance helped.

What you can't do

  • You can't use the Scorecard to judge the client. It's about you, not them.
  • You can't get a Scorecard for a session without a recording. See When a call has no audio below.
  • You can't edit a Scorecard in place — regenerate if the output looks wrong.

What Call-E reads when it writes it

The Scorecard focuses on the session itself. Call-E looks at:

  • The full meeting transcript — primarily what was said
  • The Call Type's Scorecard Instructions (the rubric)
  • Your own user profile (User Memory)
  • The program and phase the client is in, so the framework is right

It deliberately does not read previous Call Notes or CRM context when writing the Scorecard — the evaluation is about your technique in this session, not the longitudinal client story.

If your meeting had more than one recording — for example a Zoom session that dropped and reconnected — the Scorecard is written from all recordings combined. If a later recording finishes processing after the Scorecard was first written, it updates automatically. You'll see the Version number go up, and the Based on line shows "Combined from 2 sessions" (or however many there were). Single-session and in-person calls are unchanged.

When a call has no audio

If the recording is silent, you'll see "No speech detected" on the appointment and no Scorecard will be generated. This is not retryable — there's nothing to evaluate.

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