This article explains why a Scorecard might not appear for a user's call and how to resolve common issues which prevent a scorecard from being generated.
Prerequisite:
To generate a Scorecard, calls must meet these minimum requirements:
- Call Owner has an active Revenue AI and Conversation AI license
- Recording is at least 4 minutes OR transcript includes 100 spoken words
Common Issues and Solutions
Scorecard Configuration
First verify that the desired scorecard is enabled in Conversation AI:
- Navigate to your Scorecards
- Confirm the specific Scorecard is set to "Enabled"
Role Targeting
Scorecards can be configured to target specific user roles. To verify role-based access:
- Check which roles your Scorecard is targeting
- Navigate to the Admin Console
- Click the Users Tab and select Roles
- Check if the user's assigned role matches the Scorecard's target roles
- If needed, adjust user roles or Scorecard targeting settings
Timing Considerations
A Scorecard's assignment to a call is not retroactive. A Scorecard will only appear for calls that occur after a Scorecard is enabled. Additionally, changes made to an existing Scorecard will only impact calls going forward.
Scorecard generation also begins after a call has finished processing in Conversation AI. This means there may be a brief window of time when a call recording is accessible, but a Scorecard is not yet visible.
If you've verified all requirements and settings but still don't see a Scorecard generating for your calls, please contact our Support team for further assistance.