Voice Intelligence custom scorecards FAQ

Yes. Voice Intelligence must already be enabled for your account. Custom scorecards organize how your calls are scored — they don't turn on call analysis on their own. To have Voice Intelligence enabled, contact your Customer Success Manager (CSM).

You need the View Voice Intelligence Scorecards permission to see scorecards, and Edit Voice Intelligence Scorecards to create or change scorecards, components, and rules. Both are off by default, so an administrator has to grant them.

Yes. To request access, complete the Voice Intelligence access request form.

Exactly one. If a call matches more than one rule, priority decides which rule — and therefore which scorecard — applies. Calls that don't match any rule you create fall back to your tenant's default scorecard.

Three ship out of the box: Inbound, Outbound, and Speed-to-Lead. You can adjust them, but you can't remove them.

No. Start from the default scorecards and the default components, and adjust them to match how your business defines a good call.

Calls are never re-scored. Once a call has been analyzed, its scorecard is final — so if you later delete a component, it still appears on the calls that were scored while it was active. Changes you make to scorecards and components apply only to calls scored after the change; there's no manual or automatic re-scoring of past calls.

Only for calls scored after your new scorecard goes live. When you create a scorecard and activate it, it applies going forward to any call that matches its rules. If a call that used to be scored by the default scorecard now matches your new one, you'll see the new scorecard's evaluation only from the date you activated it. Calls already scored by the default scorecard are never overwritten.

You can delete custom components you create — you just can't delete the default components. The default components power the Call Analysis table and its call classifications, so removing them would leave gaps in your data.

Editing a component changes scoring only for calls scored after the change. It never goes back and overwrites scorecards that used the component under its earlier definition. Note that only custom components can be edited — the default components can't.

No. The default components can't be edited. They drive core classifications on the Call Analysis table — such as whether a call was bookable or booked — and changing them could seriously affect the accuracy of your data.

You set rules on the scorecard itself. A rule matches calls by Number Dialed, Users, Tenant, and Direction, and applies that scorecard to the calls it matches. Rules can't perfectly overlap one another, so every call resolves to exactly one scorecard.

It's scored against your tenant's default scorecard.

There's no separate a la carte price for custom scorecards. It's included at no additional charge for ServiceTitan Max, Demand, and Contact Center Pro customers.