Set up custom scorecards, components, and rules in Voice Intelligence

Coming ST-81

Overview

Custom scorecards let administrators and managers score calls against their own definition of a good call, instead of a single ServiceTitan-defined standard. You build reusable components, group them into scorecards, and use rules to decide which scorecard runs on which calls. Voice Intelligence then grades each call against the scorecard you chose and reports the results in Call Analysis and Insights.

Things to know

• Voice Intelligence must already be enabled for your account before you can use custom scorecards. Custom scorecards organize how your calls are scored — they do not turn on call analysis by itself.

• Every call is scored against exactly one scorecard. If a call matches more than one rule, priority decides which rule wins.

• Calls that don't match any rule you create fall back to a tenant-defined default scorecard.

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

• Components are shared building blocks. Editing a component changes scoring everywhere that component is used, so a change to one definition applies across every scorecard and rule that references it.

• The default components can be edited or copied but not deleted, so historical scorecards keep working. Custom components you create can be deleted.

• Editing a component affects only calls scored after the change. Past calls are not re-scored — there is no backfilling.

Best practices

• Decide what a good call looks like for your business before you build. Map your call standard to sections and components first, then create them in ServiceTitan.

• Start from the default scorecards and adjust, rather than building from scratch — they cover the most common call types.

• Keep section weighting deliberate. Weights across a scorecard must total 100%, so decide what matters most before you assign percentages.

• Because a component is reused everywhere it's attached, change a shared component only when you want that change to apply to every scorecard using it. Copy it first if you want a one-off variation.

• Use rules to match scorecards to the kind of call — for example, a different scorecard for outbound follow-ups than for inbound service calls.

Use cases

• A contact center scores inbound service calls on information gathering but wants outbound follow-up calls scored on objection handling instead. They build two scorecards and target each with a rule.

• A manager's team is judged on a company-specific greeting script. They edit the Professionalism & Branding component's prompt instructions so the score reflects their own standard.

• An operations director wants a single "compliance" question tracked on every call. They add a Yes/No call data component to the default scorecards so it appears on all analyzed calls.

Step 1: Create components

Components are the smallest building block — a single instruction with a specific output. Build the components you need before assembling them into a scorecard.

1. In the navigation bar, go to Calls > Voice Intelligence and open Settings.

2. Open the Components page. The table lists existing components with their type, name, description, and where each is used.

3. Click Create component.  

4. Choose the component type:

   • Call data — surfaces a new data point on the call record (for example, whether a specific disclosure was made). Call data components are for tracking only. They do not affect the scorecard score.

   • Scoring — contributes to the overall scorecard score and appears in the scorecard sections of the call drawer and reporting.

    

5. Enter a Name and Description.

6. Enter the Prompt Instructions that tell the AI what to look for.

7. Choose an Output type:

   • For call data components: Yes/No, Metric, AI Narrative, or Category.  

   • For scorecard components: Yes/No or Metric, Scoring Direction, with an optional Additional Narrative Output.

    

8. When finished, click Create to save the component.

Note: The four default call data components (Lead identification, Call purpose, Call Outcome, Objection Detection) and the four default scorecard components (Professionalism & Branding, Customer Engagement, Information Gathering, Outcome & Objection Handling) ship with the feature. You can edit them, but you can't delete them.

Step 2: Build a scorecard

A scorecard groups components into weighted sections that produce a single score.

1. On the Scorecards page, click Create scorecard. The table shows existing scorecards, their descriptions, and the rules they're used in.  

2. Add the scorecard details.

3. Set the rules that decide which calls this scorecard scores. Choose the requirements that a call must match:

   • Number Dialed

   • Users

   • Tenant (in Contact Center Pro)

   • Direction (Inbound / Outbound) — required; every scorecard must specify a direction

4. Add the call data components you want captured on the calls this scorecard applies to. Call data components don't affect the score, but because each scorecard is applied by rules, you need to attach the call data components you want captured on every call that matches this scorecard's rules.

5. In the scorecard builder, add sections. A new scorecard starts with one section. You can add up to 100.  

6. Name each section and set its weighting (1–100%). Weighting across the whole scorecard must total 100%, or you can't save.

7. Under each section, click to add scorecard components — choose existing components or create a new one. These determine the score.

8. When finished, save the scorecard.

Note: Every edit is versioned. Historical calls always reference the version of the scorecard that ran at the time they were analyzed.

How rules decide which scorecard applies

Every call is scored by exactly one scorecard. When more than one scorecard's rules could match the same call, the most granular rule wins, in this order:

1. Number Dialed

2. Users

3. Tenant

4. Direction

For example, if you have a scorecard tied to a specific dialed number, any caller who dials that number is scored with that scorecard first — even if another scorecard (such as one set at the tenant level) also matches. Calls that match no rule use your tenant's default scorecard.

Review results

Once rules are active, Voice Intelligence scores matching calls automatically.

• In Call Analysis, open a call and review the scorecard drawer to see which scorecard ran, each section's weighting and score, and the output of each component. Any custom call data components appear in a custom data section.

• In Insights, review aggregate scores and metrics per scorecard, and filter down by section and component.

Want to learn more?

• See Monitor call performance with Voice Intelligence in ServiceTitan

• See View and manage Call Analysis in ServiceTitan

• See View and manage Insights in ServiceTitan