Scorecard Prioritization

Scorecard weightage — How strongly a scorecard (and its criteria) applies to the evaluation.

Scorecard priority — Which scorecard takes precedence when multiple scorecards could apply to the same call or roleplay.

Used together, these settings reduce “wrong scorecard” noise, keep reporting consistent across teams with different playbooks, and improve coaching signals by ensuring scoring matches the actual scenario.

Why use it?

• More accurate evaluations — Fewer cases where the wrong scorecard is used for a call or roleplay.
• Cleaner reporting — Teams using different playbooks can rely on the correct scorecard being applied automatically.
• Better coaching — Scores and feedback align with the right scenario, so reps get relevant, actionable signals.

What’s improved

Important product details

• Weightage can apply at two levels:
  • Scorecard-level — How strongly the scorecard is considered when multiple could fit (where supported).
  • Question-level — When weighted scoring is enabled, each objective has a weight (e.g. 1–10) that affects its contribution to the overall score.
• Priority is an order (e.g. Top, Last, or Custom position). When the system must choose one scorecard among several that could apply, the one with higher priority (e.g. “Top” or a higher order number) wins.
• Where it applies: Weightage and priority behavior may vary by product area (Roleplay, Coaching / Recorded Interactions). The UI for priority is typically in Coaching → Scorecards (initiatives); weightage appears in both Roleplay and Coaching scorecard setup.

2. Scorecard Weightage

What it is

Weightage controls how much influence a scorecard (or individual criteria) has on the evaluation:

• Weighted scorecards — When “Use weighted scoring” (or equivalent) is on, each objective/question can have a weight (e.g. 1–10). Higher weight means that criterion counts more toward the overall score.
• Scorecard-level weightage — In contexts where multiple scorecards could apply, weightage can also express how strongly a given scorecard “fits” the call, so the system can prefer the best-matching scorecard.

Why it matters

• Fairer scores — Important criteria (e.g. discovery questions, compliance) can count more than nice-to-haves.
• Better fit — When multiple scorecards are possible, weightage helps the system apply the scorecard that best matches the call or roleplay.

Where to configure (question-level weightage)

1. Go to Scorecards (under Roleplay or Coaching, depending on your product).
2. Create a new scorecard or open an existing one.
3. In Scorecard Details → Settings (or equivalent), enable weighted scoring (e.g. “Use weighted scoring” or “Weighted”).
4. In the Overall Score / Objectives section, set a weightage (e.g. 1–10) for each objective.
5. Save the scorecard.

Typical rules:

• Weightage is usually between 1 and 10 per objective.
• All objectives may need a valid weightage when weighted scoring is on (the product may show a validation error otherwise).
• Default weightage is often 5 if not set.

Best practices

• Give higher weight (e.g. 8–10) to must-have behaviors (e.g. compliance, key discovery questions).
• Use medium weight (e.g. 4–6) for important but not critical criteria.
• Use lower weight (e.g. 1–3) for optional or nice-to-have criteria.
• Keep weight spreads meaningful (e.g. avoid giving every objective the same weight).

3. Scorecard Priority

What it is

Scorecard priority defines the order in which scorecards are considered when more than one could apply to the same call or roleplay. The scorecard with higher priority (e.g. “Top” or the highest order number) is chosen.

Why it matters

• Predictable behavior — You control which playbook “wins” when a call could match several (e.g. discovery vs. negotiation).
• Cleaner reporting — The same call type consistently uses the same scorecard, so dashboards and trends are reliable.
• Less wrong-scorecard noise — Support and managers see fewer cases where the applied scorecard doesn’t match the scenario.

Where to configure (Coaching / RI)

1. Go to Coaching → Scorecards (or Initiatives, depending on your product).
2. Create a new scorecard or open an existing one.
3. In Scorecard Details → Settings, find Order of the Scorecard (or Priority).
4. Choose:
   • Top — This scorecard is considered first (highest priority).
   • Last — This scorecard is considered last (lowest priority).
   • Custom — Set a specific order (e.g. a number within the allowed range, such as 1 to N).
5. Save the scorecard.

Note: The allowed range (e.g. 1–N) depends on how many scorecards exist in your workspace. New scorecards often default to Top (order 1). When priority is expanded to Roleplay or other areas, the same idea applies: set order so the intended scorecard takes precedence.

How the system uses priority

• When a call or roleplay could be evaluated by multiple scorecards, the system compares their priority (order).
• The scorecard with the highest priority (e.g. order 1 or “Top”) is applied.
• Ties (if any) may be resolved by product-specific rules (e.g. creation date, ID); check in-app help or release notes for your environment.

Best practices

• Put default or most common playbooks at Top (or lowest order number).
• Use Last or lower order for fallback or generic scorecards.
• Use Custom to slot a scorecard between others (e.g. “Discovery” at 1, “Negotiation” at 2, “Generic” at 3).
• After adding or removing scorecards, review order so the right one still wins for each scenario.

4. Use Cases

Multiple playbooks per team

Different teams (e.g. SDR vs. AE) use different scorecards for the same call type. Priority ensures that when a call could match both, the correct playbook (e.g. SDR discovery vs. AE discovery) is applied based on configuration, not chance.

Roleplay with overlapping scorecards

Several roleplay agents could use different scorecards that might all be eligible for a given practice session. Priority (where supported) and weightage help the system choose the scorecard that best matches the roleplay design.

Recorded calls (RI / Coaching)

Recorded calls are matched to initiatives/scorecards by rules (e.g. deal stage, conversation type). When more than one scorecard matches, priority determines which one is used for scoring and reporting, keeping leaderboards and coaching insights aligned with the intended playbook.

Weighted objectives within one scorecard

You want discovery and compliance to matter more than small talk. Weighted scoring with question-level weightage lets you assign higher weight to those objectives so the overall score reflects what matters most.

5. How-To Guides

5.1 How to enable weighted scoring and set objective weightage (Roleplay or Coaching)

1. Go to Roleplay → Scorecards or Coaching → Scorecards (or Initiatives).
2. Open a scorecard (or create one) and go to Scorecard Details.
3. In Settings, enable Use weighted scoring (or the equivalent toggle).
4. Open the Overall Score / Objectives section.
5. For each objective, set Weightage to a value between 1 and 10 (or the range your product supports).
6. Ensure every objective has a valid weightage if required; fix any validation errors.
7. Save the scorecard.

5.2 How to set scorecard priority (Coaching / RI)

1. Go to Coaching → Scorecards (or Initiatives).
2. Open the scorecard you want to prioritize.
3. In Scorecard Details → Settings, find Order of the Scorecard (or Priority).
4. Select Top, Last, or Custom.
   • Custom: Enter the desired order number within the shown range (e.g. 1 to N).
5. Save. This order is used when multiple scorecards could apply to a call.

5.3 How to choose which scorecard applies when multiple could fit

1. List the scorecards that could apply to the call or roleplay type (e.g. by initiative, deal stage, or agent).
2. Set priority so the intended scorecard has the highest priority (e.g. Top or order 1).
3. Use weightage (where supported) so that the best-matching scorecard is weighted more strongly.
4. After changes, run a test call or roleplay and confirm in conversation details that the expected scorecard was applied.

5.4 How to fix “wrong scorecard” applied to a call

1. Open the conversation details (or equivalent) for the call.
2. Note which scorecard was applied and which one you expected.
3. In Coaching → Scorecards, open both scorecards and compare their priority (order).
4. Adjust priority so the desired scorecard has higher priority (e.g. Top or a lower order number) than the one that was applied.
5. If your product supports scorecard-level weightage for matching, increase the weightage of the desired scorecard relative to others.
6. Save and, if possible, re-run or re-evaluate the call to confirm the correct scorecard is now used.

5.5 How managers can use prioritization for reporting

• Filter by scorecard — In performance or coaching views, filter by the scorecard that has top priority for a given scenario to see consistent metrics.
• Audit order — Periodically review Order of the Scorecard for all initiatives so default and fallback scorecards match team structure.
• Coach on the right criteria — Use weighted scorecards so rep feedback emphasizes high-weight objectives (e.g. discovery, compliance) and report on those dimensions.

6. Quick Reference

7. Troubleshooting

The wrong scorecard was applied to my call

• Confirm priority (order) for the scorecard you want vs. the one that was applied. The scorecard you want should have higher priority (e.g. Top or a lower order number).
• If your product uses weightage for scorecard matching, ensure the intended scorecard has a stronger weightage than the others that could apply.
• Check that the call or roleplay actually matches the conditions (e.g. initiative, deal stage, agent) for the scorecard you expect.

I can’t set priority on my scorecard

• Priority may be available only for Coaching (RI) scorecards in some versions. If it’s “expanded” to Roleplay, ensure you’re in the correct area (e.g. Coaching → Scorecards).
• If you don’t see Order of the Scorecard, your plan or feature flags may not include scorecard prioritization; contact your admin or support.

Weightage validation errors

• When weighted scoring is on, every objective usually needs a weightage in the allowed range (e.g. 1–10). Fill in all required fields and fix any highlighted errors in the Overall Score section.
• Ensure values are numbers within the allowed range (no decimals if the product expects integers).

Priority range (e.g. 1–N) changed

• The range is often based on how many scorecards (initiatives) exist. Adding or removing scorecards can change the maximum order. Re-check Order of the Scorecard after creating or deleting scorecards and adjust if needed.

For more on gatekeeper scorecards, multi-persona roleplays, or general scorecard setup, see the relevant MeetRecord support docs.