Before you start
- You need a scorecard already created.
- The call needs a recording — a call from a campaign with recording turned off can’t be evaluated.
Steps
1
Find the call
In the left navigation, select Recordings, then find the call.
2
Start the review
Select Review call.
3
Choose a scorecard
Select which scorecard to apply.
4
Answer each question
Answer every question, and add a comment on any that need one.
5
Flag it, if needed
Turn on Flagged for a call that needs follow-up beyond the score itself.
6
Add notes and save
Enter overall Notes — coaching context, follow-up actions — then select Save.
Verify
The evaluation appears against that call, and the agent sees it in their own workspace, where
they can acknowledge it. See Agent scores and coaching.
Common problems
- You can’t find a “Review call” option. The call has no recording — confirm the campaign it belongs to had recording turned on.
- You need to redo an evaluation. Reopen it from the same call and save again — your latest answers replace the previous ones.