Overview
Use scorecards to review technicians' scores on each recorded job to track their performance. Get customized scorecards based on your business needs to train your technicians with core workflows that lead to successful business outcomes and provide a consistent experience to customers. This helps you drive stronger sales outcomes across jobs.
Who uses this feature
Administrators, business owners, and sales managers
Primarily for Residential Service and Replacement business types
Feature configuration
To get started with Field Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
If you're an existing Sales Pro customer and want to migrate to Field Pro, please fill out this form.
Scorecard categories are configured during onboarding to match your business needs. If you have any questions, reach out to your PAM.
Things to know
Coaches have scorecards by default.
Exporting scorecards is currently unavailable.
Scorecards are implemented only on recordings after they are set up. It doesn't work retroactively on previous recordings.
Coaching spotlight updates daily at 3:00 AM Eastern Time.
Scorecards overview
Use the Overview tab to see the average performance of all your teams combined.
Go to the navigation bar and click Field Pro.
Click Scorecards.
On the Scorecards screen that opens, in the Overview tab, you can see the following information:
Company name and overall score. A single, company-level score.
Scorecards. The Process, Skills, and Communication scorecards show their score and weight. For more, see Scorecards breakdown.
Categories. Categories for each scorecard are set during onboarding. If you have questions about categories, contact your PAM.
Team cards. A card for every team in the company. Each card shows the team's score, number of recordings, and win rate (%).
Click a scorecard to open its categories.
Click a team card to open that team's performance breakdown in the sidebar.
View team scorecards
Use the Teams tab to view a breakdown of each of your team's performance
Go to the navigation bar and click Field Pro.
Click Scorecards.
On the Scorecards screen that opens, click Teams.
From the Team dropdown choose the team you want.
From the Scorecard dropdown choose the scorecard.
Use the Date filter to set the time range.
On the Teams screen, you can see the following information
The selected team's name and its overall score.
Scorecards. The Process, Skills, and Communication scorecards show their score and weight. For more, see Scorecards breakdown.
Categories. Categories for each scorecard are set during onboarding. If you have questions about categories, contact your PAM.
Technician cards. A card for every technician on the team showing that technician's score, number of recordings, and win rate (%).
Click a scorecard to open its categories.
View coaching spotlight
Click a technician card to open that technician's performance details in the sidebar. The sidebar includes:
Coaching spotlight: an AI-driven summary that highlights one key strength and one growth area from recent recordings. It compares each technician's performance to the organization's average for the same period. It flags strength and growth by selecting the metrics where the technician is most above or below the organization's baseline. Then it generates a short explanation and links example recordings so you can verify and coach.
Click Listen to examples to play the recordings referenced in coaching spotlight.
Performance breakdown: the Process, Skills, and Communication scorecards with their score and weight for this specific technician.
Scorecards breakdown
Every scorecard has three main sections, each with a specific weight that was set during the initial setup. Each scorecard measures a technician's performance in the following three key areas:
Process: This section scores how well a technician follows a set process. It checks if they've used key bookmarks, such as mentioning a specific tool or step selected during your company's setup.
Skills: This section evaluates a technician's core sales and customer service abilities.
Building Rapport: Measures how effectively the technician connects with the customer on a personal level.
Finding a Compelling Need: Measures how effectively the technician finds the main reason the customer needs your service or product.
Objection Handling: Measures how effectively the technician listens to, understands, and addresses a customer's concerns or objections.
Closing: Measures a technician's ability to get a commitment or close the deal successfully.
Communication: This section assesses a technician's speaking style and habits.
Speaker Share: Checks the amount of time the technician speaks compared to the customer.
Pacing: Measures how fast or slow the technician talks during the conversation.
Every score you see for a technician also shows how their performance compares to the average for their entire team.
Scorecards calculations
Each scorecard section includes a set of bookmarks. If a technician mentions a bookmark during their recorded conversation with the customer, they earn a 100% score for that item. If the bookmark isn't mentioned, the score for that item is 0%. The final score is calculated as the average of the scores from the three sections: Process, Skills, and Communication, based on the percentage weight assigned to each subsection.
Example:
The technician met 5 out of 7 items in the Process metric, scoring 71%.
In the Skills metric, they met 2 out of 3, scoring 67%.
For the Communication metric, they met 1 out of 2, scoring 50%.
With weights applied, Process (60%), Skills (30%), and Communication (10%), the final score is 68%.
Want to learn more?
See Field Pro