AI Call Scorecards help contact-center teams review call quality and identify coaching opportunities. Work with your Macorva contact and your contact-center administrator to set up the workflow for your organization.
Prepare for setup
- Identify the call platform and the first queues or teams you want to include. Confirm which source your Macorva account can use.
- Share your existing QA rubric and a few representative scoring scenarios. Agree on the criteria, who will review results, and who should receive reports.
- Start with a pilot group. Compare a sample of scorecards with your team’s manual QA and resolve differences in how criteria are interpreted before expanding coverage.
Review results and coach agents
Use the scorecard to spot recurring strengths or coaching needs. Check individual calls against the rubric, then bring a specific example and a measurable follow-up to the coaching conversation.
If results are missing, first confirm that the call came from a connected source and falls within the agreed scope. Ask your Macorva administrator to verify access and report delivery. If you need support, provide the source, queue, call timestamp, and an internal reference that your organization permits you to share.
Related guides
See the AI Call Scorecards overview. For survey responses and survey metrics, use CX survey results. To plan team delivery, see Receive CX reports in Slack or Teams.