Before you begin:
You must have the Owner or Admin role to set up and publish scorecards.
Review calls from the Reviews tab in Phone.
If you are using AI-assisted reviews the call needs a transcript for AI to evaluate.
1. Set up your scorecard
Open Settings and search for Call scorecards.
Select the Call quality scorecard to review its settings.
Review the scorecard name, description, which calls it applies to, and the minimum call length.
Set your review requirements, such as whether a coaching note is required, its minimum length, and a weekly goal for each reviewer.
Customize categories and questions
The Call quality scorecard shown in the video has five categories: Greeting, Caller Intent, Rapport and Discovery, Close the Sale, and Make a Friend.
Edit the questions to match your practice’s expectations.
Use Add question or Add category when you need additional criteria.
Add an AI hint to explain what should count as a Yes when AI evaluates a question.
How stars work: Each category is worth one star. A category earns its star when every required question is answered Yes. N/A answers are ignored. The five-category scorecard shown uses a five-star rating scale.
Note: You can also make a scorecard from scratch by selecting + New
2. Choose how AI helps
In AI-assisted review, choose how AI scores are used.
The settings include:
Off: Reviewers score calls manually. You can still select “Run AI review” on an individual call.
Suggest only: AI fills in a draft score with supporting evidence from the transcript. Nothing counts until a reviewer confirms it.
Suggest & auto-publish: AI scores are saved automatically when they meet the confidence threshold and guardrails. Anything that doesn’t qualify waits for a reviewer.
Shadow mode: AI scores quietly so you can compare its scoring with human reviewers before turning it on for regular use.
3. Publish the scorecard
When the scorecard is ready, open the Status menu and publish it. Publishing makes the scorecard active so reviewers can start scoring.
4. Open your review queue
Open Phone.
Select the Reviews tab.
Check your weekly goal at the top and choose the queue you want to work through.
Select Start scoring to review calls one at a time.
The Reviews tab groups calls into queues, including Confirm AI, Reviewed, Needs attention, and Can’t be scored. Use the available filters or name/phone search to narrow the list.
5. Score a call and leave coaching feedback
In a scoring session, the call transcript appears on the left and the scorecard appears on the right.
Read the transcript and work through the scorecard questions.
Choose Yes, No, or N/A for each question. You can also use the keyboard shortcuts Y, N, and A.
Watch each category’s star fill in as it is earned.
Add a coaching note for the team member. If your scorecard requires a note, meet the minimum length before submitting.
Submit the review. Prospyr saves the rating to the call and opens the next call in the session.
6. Review and confirm AI suggestions
When AI has prepared a review, its suggested answers appear in purple. Each AI answer includes an explanation, with links to supporting moments in the call where available.
Open a call with an AI suggestion from the review queue.
Read the suggested answers and supporting explanations.
Change any answers you disagree with.
Confirm the review after checking it.
Remember: With Suggest only, AI’s draft does not count until a reviewer confirms it.
7. Track results in the Quality tab
Open Phone → Quality to see how your team is doing. The dashboard shows:
Team average: The average rating across scored calls.
Calls scored: The number of rated calls.
AI agreement with reviewers: How closely AI scores match reviewer ratings.
Calls needing coaching: Calls rated two stars or lower in the dashboard shown.
Select a team member to see their rating details and stars earned by category. Use these results to focus coaching on specific skills, such as greeting callers or closing the sale.
