AI Assist: Creating a scorecard from a template

When setting up Call Scoring, you can start from one of three ready-made templates instead of building a scorecard from scratch. Each template comes pre-filled with sections, questions, and point weights based on common call evaluation frameworks. Everything is fully editable in the scorecard editor before you publish.

This article walks you through the full creation flow, from picking a template to publishing your scorecard.

Before you start

Templates are available on AI Assist and AI Assist Pro plans. Automating scoring after publishing requires AI Assist Pro.

Only admins and supervisors can create scorecards. To access scorecards, go to the Aircall Dashboard > AI Assist > Scorecards.

Available templates

If none of the templates suit your needs, you can choose Start from scratch to build a blank scorecard instead.

Creating a scorecard from a template

Steps:

1. Go to Aircall Dashboard > AI Assist > Scorecards.

2. Click on Create scorecard button in the top-right corner:

   

   • If you have no scorecards yet, the page displays the four starting points directly: Sales, Support Quality, Soft Skills, and Start from scratch. Click the one you want.
   • If you already have scorecards, click Create scorecard to open the modal.
3. In the Create a scorecard modal, select a template from the Quick start strip. The What's included preview updates to show the section breakdown for that template. You can switch between templates before committing.

1. Edit the pre-filled Name and Description if needed.
2. Select the Language for your scorecard. This controls the language used for auto-evaluation outcomes. You can write your scorecard content (section names, questions) in any language regardless of this setting.
3. Click Continue to editor.
4. In the editor, review the pre-filled sections, questions, and point weights. Make any adjustments before publishing:
   • Remove questions you don't need by clicking on the three dots menu and selecting Delete.
   • Add new sections by clicking on the + Add a section button at the bottom.
   • Add your own questions per section by clicking on the Add question button or pull from the predefined question catalog.
   • Reword questions and change their answer types and evaluation methods by clicking on the three dots menu and selecting Edit. 
   • Adjust point weights to match how your team evaluates calls.

5. Click Save as draft or Publish.

   

Note: Nothing is saved until you click Save as draft or Publish. You can close the modal or editor at any point without leaving an incomplete scorecard behind.

How templates work

A template is a starting point, not a fixed structure. Once you create a scorecard from a template, it belongs to you: it is fully editable and has no ongoing connection to the template it came from.

Two things follow from this:

• If Aircall updates a template in the future, scorecards you have already created are not affected.
• Each template includes suggested point weights. Adjust them to reflect how your team actually scores calls.

Templates are not listed in your Scorecards view. They only appear inside the create flow.

Automating scoring

Once a scorecard is published, you can set up automatic scoring for eligible calls. From the scorecard list view, select Automate scoring to open the automation panel with that scorecard pre-selected. Review the rule, adjust filters if needed, and save.

Important: Automating scoring requires an AI Assist Pro license. On AI Assist, you can create and use scorecards manually. You will be prompted to upgrade if you try to enable automation.

FAQs

Do I have to use a template?

No. You can select any of the three templates as a starting point, or choose Start from scratch to build a blank scorecard with your own sections and questions.

Can I edit a scorecard after creating it from a template?

Yes. Everything is editable in the scorecard editor, both before and after publishing. You can remove questions, add your own, reword them, change answer types, and adjust point weights at any time.

Which plans include scorecard templates?

Templates are available on both AI Assist and AI Assist Pro. Automating scoring requires AI Assist Pro.

Will my scorecard change if Aircall updates the template?

No. Once created, your scorecard is independent. Any future changes to a template do not affect scorecards you have already created.

What does the scorecard language setting control?

The language you select controls the auto-evaluation outcomes for that scorecard. It defaults to your dashboard language and can be changed during setup. Your scorecard content (section names, questions) can be written in any language regardless of this setting.

Who can create scorecards?

Admins and supervisors with an AI Assist or AI Assist Pro license.