Add coaching feedback to a Call Scorecard

What this does

Adds advice to your Call Scorecard without grading it or changing the call score.

Before you start

Coaching feedback must be enabled for your organization. You need Owner or Admin access to change a Call Type, and its Call Scorecard must be turned on.

Steps

1. Open Call Types and edit the Call Type you want to use.
2. Write Scoring instructions for the criteria you want graded. Keep feedback-only requests out of these instructions.
3. Write Coaching feedback instructions for the advice you want. For example: "Include Areas for Improvement and Script Fixes, with practical suggestions grounded in this call."
4. Save your changes. Your instructions apply the next time a Call Scorecard is generated.

After it's done

Open the appointment's Call Scorecard. Coaching feedback contains the requested advice separately from the scored criteria. It is not included in the call score.

Existing Scorecards keep their previous content. Use Regenerate Call Scorecard when available to apply the updated instructions to an existing call. Leave Coaching feedback instructions blank to generate only the scored criteria.

If something goes wrong

• You don't see Coaching feedback instructions. The preview may not be enabled for your organization. Contact us to ask about access.
• Advice still has a grade. Check whether you requested that section under Scoring instructions. Move feedback-only requests to Coaching feedback instructions, save, and regenerate when available.

Related

• Set up a Call Type
• What is the Call Scorecard?