Scorecards

Scorecards bring together multiple criteria and custom fields into a single evaluation template. Each scorecard defines a complete scoring framework with a pass rate, making it easy to assess ticket quality in a consistent and structured way.

You can create different scorecards for different evaluation scenarios — for example, separate scorecards for chat vs. email, different teams, or different product lines.

Scorecards can be created and managed by Admins.

Scorecards Page

To view and manage your scorecards, go to Tools > Scorecards. By default, all active scorecards are shown. You can search by name or switch to view archived scorecards.

Each scorecard displays the following:

• Name — The scorecard's title (e.g. "Churn and Sentiment", "Intryc Scorecard")

• Status — Whether the scorecard is Active or Archived

• Criteria — The number of criteria included in the scorecard

• Pass Rate — The minimum score percentage required to pass an evaluation (e.g. 70%)

• Max Score — The sum of the maximum scores across all non-soft criteria

• Pass Score — The minimum points needed to pass, calculated as the pass rate multiplied by the max score, rounded up to the nearest whole number (e.g. 70% × 70 = 49)

• Created At — When the scorecard was created

To create a new scorecard, click New Scorecard in the top right. You'll need to have your criteria — and optionally any custom fields — set up beforehand.

Managing Scorecards

Click the ⋯ menu next to any scorecard to access the following options:

• Edit — Update the scorecard's criteria, custom fields, pass rate, or other settings.

• Duplicate — Create a copy of the scorecard. This is useful when you want to create a similar scorecard for a different team or channel without starting from scratch.

• Delete — Remove the scorecard.

Best Practices

• Create separate scorecards for different evaluation scenarios rather than trying to fit everything into one.

• Set realistic pass rates — too high may discourage agents, too low won't drive improvement.

• Use soft criteria to monitor areas without impacting scores until you're ready to enforce.

• Duplicate existing scorecards when creating variations to save time.

• Regularly review and update scorecards as your quality standards evolve.