Scorecards

Scorecards are SalesGhost's optional call-grading feature: after each call, the AI grades the conversation against criteria you define. They're off until you turn them on, and they're only as useful as the criteria you write — this page covers both.

Enabling scorecards

Toggle scorecards on in Settings → Preferences. From then on, every call gets graded after it ends, alongside the recap. Turn the toggle off and grading stops — existing scores stay where they are, new calls simply don't get one.

Customizing criteria

The grading criteria are customizable — this is the whole point. Generic call scoring tells you things you already know; scoring against your sales motion tells you what to fix. Good criteria are:

• Observable in a transcript. "Asked about the decision process" can be checked against what was said. "Built rapport" is a vibe.
• Few. Three to five criteria you act on beat fifteen you skim. If your methodology has stages, score the two or three behaviors that most predict deals moving.
• Written as behaviors, not outcomes. "Confirmed next step with a date" is coachable. "Advanced the deal" depends on the buyer.

A useful starting set: discovery questions asked, next step secured, pricing handled without flinching, competitor moments addressed. Then edit ruthlessly based on what your team actually needs to improve.

Where scores appear

Scores show up on transcripts in the home feed — you see the grade next to the call, and clicking through to the transcript detail gives you the score in context with the recap and the conversation itself. That's deliberate: a score you can't trace back to actual moments in the call is a number, not feedback. When a score surprises you, read the transcript and find the moment behind it.

How managers use trends

For individual reps, a scorecard is a mirror after each call. For managers, the value compounds: team trends across scored calls. Instead of sitting in on calls one at a time, a manager can see patterns — the whole team is strong on discovery but weak on securing next steps; one rep's pricing conversations dipped this month; the new hire's scores are converging on the team's.

Trends turn coaching from anecdote into signal:

• Pick the one criterion the team scores lowest on and make it the coaching theme for the month
• Use a rep's score-over-time in 1:1s instead of gut feel from the last call you happened to join
• When a criterion is green across the board for a quarter, retire it and score the next behavior up

A word on culture. Scorecards work best introduced as a coaching tool the team uses on itself, not surveillance. Share the criteria openly, let reps see their own scores first (they do — it's on their home feed), and grade the behaviors you actually coach. Teams that treat the score as a conversation-starter improve; teams that treat it as a verdict game it.

Scorecards pair naturally with battle cards: cards give reps the right words in the moment, scorecards tell you whether the moments are being handled.