How to use your own scorecard in Callyst

How do I score calls against my own QA scorecard?

Send Callyst your scorecard as it is, in your own words, or turn a checklist (PDF, DOCX or TXT) into one with the free scorecard builder. Callyst scores your calls against each item, item scores come with quotes from the call, and plans start at $200 a month for 1-3 reps.

How do I use my own scorecard in Callyst?

Add it on the free-check form. Send a scorecard file in Callyst's JSON format (up to 200 KB), or give us your checklist and we'll turn it into a draft scorecard for you to read. Callyst then scores your calls against it, in your words. If you send neither, we use our standard sales scorecard.

You can try the checklist route first in the free scorecard builder. It's free and needs no sign-up.

What can I send?

There are two ways to send your own scorecard, and a default if you send nothing.

You have	What to do	Limits
A scorecard in Callyst's JSON format	Attach it to the free-check form	Up to 200 KB. 1 to 20 items, up to 12 flags and one whole-number scale. The whole scorecard can be up to 20,000 characters, which is usually the limit a file reaches first.
A checklist, a QA form or a coaching sheet	Upload it, or paste it, on the form or in the builder. Callyst turns it into a draft scorecard.	PDF, DOCX or TXT up to 2 MB, or up to 20,000 pasted characters
Neither	Leave the field empty. Callyst uses its standard sales scorecard.	None

You don't need a JSON file to use your own scorecard. Give us your checklist and the draft does the formatting.

If you do write the file yourself, here is a small example that passes Callyst's check. It is an invented example. Use these field names exactly: any other field is refused, and so is a missing one. type is "scale" or "yes_no", applies_to is "all", "inbound" or "outbound", and severity is "critical", "high", "medium" or "low". source_text is null or your original checklist text, up to 5,000 characters.

{
  "id": "example-inbound-sales",
  "version": 1,
  "name": "Example inbound sales scorecard",
  "scale": {
    "min": 1,
    "max": 10,
    "calibration": "5 is an ordinary call. 8 or more needs clear skill shown in the call."
  },
  "items": [
    {
      "id": "greeting",
      "label": "Greeting",
      "type": "scale",
      "applies_to": "all",
      "guidance": "Did the rep give their name and the company, and ask how they could help?"
    },
    {
      "id": "booked_next_step",
      "label": "Booked a next step",
      "type": "yes_no",
      "applies_to": "inbound",
      "guidance": "Did the rep agree a dated next step with the caller before the call ended?"
    }
  ],
  "overall": {
    "type": "scale",
    "guidance": "How well did the rep move a ready caller towards a booked next step?"
  },
  "flags": [
    {
      "code": "promised_refund",
      "severity": "high",
      "guidance": "The rep promised a refund or discount they are not allowed to offer."
    }
  ],
  "source_text": null
}

If your file doesn't fit the format or the limits, the form tells you what to fix, and your free check doesn't start until you do. We only use our standard scorecard when you don't send one.

How does the scorecard builder work?

Open the scorecard builder. It's free and needs no sign-up.
Paste your checklist, or upload a PDF, DOCX or TXT file up to 2 MB. Paste up to 20,000 characters.
Read the draft. It shows the scale, the items (each one a score or a yes/no, and inbound-only or outbound-only where that applies), what a good call looks like, the overall guidance and your flags with their severity. A long checklist is cut to fit the first 20 items and 12 flags, and the draft's notes say what was cut.
If something is off, change your checklist and build again. The draft is for reading, so you can't edit it on the page, and the text box is empty after a build. Paste or upload the revised checklist again.
Happy with it? Choose Run a free check with this scorecard. The draft carries over to the free-check form.

Good to know before you paste:

You can build up to 3 drafts per network per day. If you reach the limit, try again tomorrow. Each build counts, so read the draft carefully.
The builder doesn't keep your checklist or the draft. If you go on to run a free check, only the scorecard is kept. The text of your checklist is sent to our AI model provider to write the draft, whether you use the builder or the free-check form. See our privacy policy.
An AI drafts the scorecard from your checklist, so read it before you use it.
Leave real customer names, phone numbers and other personal details out of the checklist. It only needs your criteria.

How do I run the free check with my scorecard?

The free check is free. It covers up to 10 of your calls and gives you a scored report within 24 hours. It doesn't commit you to buy.

Open /free-check. Enter your name, work email and company. Use a work email: Gmail, Outlook and other free addresses can't be used. Each company gets one free check.
On the same form, add your scorecard: attach your JSON file, or upload or paste your checklist and check the draft in the preview. A scorecard file replaces a checklist draft. To replace a draft with another checklist, choose "Preview another checklist to replace it".
Press Get my free check. Add your scorecard before you press it: the upload page that follows has no scorecard field.
We email you a sign-in link. Click it to confirm your work email and open your private upload page. The link works once and expires after 15 minutes.
Upload your calls: up to 10 .wav or .mp3 files, 50 MB each. For the free check, upload the files. Pasted links aren't part of it. Tick We have permission to share these calls only if you have the right to record these calls and share them with Callyst, including any consent that call-recording laws require. That part is your responsibility.
When every file is uploaded, press Done, build my report. Your scored report arrives within 24 hours.

Voicemails, unanswered calls, duplicates, calls over 90 minutes and, by default, calls under 60 seconds are set aside and not scored. Audio is deleted 30 days after scoring, and no recording is kept longer than 35 days.

Need help exporting recordings first? See how to upload call recordings to Callyst.

What can a scorecard hold?

A Callyst scorecard is a list of items and a few flags, in your words.

1 to 20 items. Use as many as your checklist needs, up to 20.
One scale. Scale items share one whole-number scale, for example 1 to 10.
Two item types. A score on that scale, or a yes/no.
Inbound, outbound or both. An item can apply to all calls, to inbound calls only, or to outbound calls only.
Your own flags. Up to 12. Each flag has a severity: critical, high, medium or low.
An overall score for each call, on the same scale.

Here is a made-up scorecard to show the shape. It's an invented example, not output from a real call or a real customer.

Item	Type	Applies to
Opened with their name and the reason for the call	Yes/no	All calls
Asked what the customer needs before describing the product	Scale, 1 to 10	All calls
Asked for a booked next step	Yes/no	Outbound only
Handled the price objection	Scale, 1 to 10	All calls

Flag	Severity
Gave the required disclosure after quoting a price, or not at all	Medium

Write each item as one thing you could point to in a transcript. "Asked what the customer needs before describing the product" is easy to judge. "Good rapport" is harder.

When does Callyst mark an item N/A?

Callyst marks an item N/A when it doesn't apply to the call or there was nothing to judge. You don't set N/A yourself. N/A items have no score, and they're left out of the averages, so they don't count against the rep.

Two cases are worth knowing:

An item you set to inbound only is marked N/A on outbound calls, and the other way round.
A call that isn't a real two-way conversation (a voicemail, an automated menu or a call with only one side) gets every item marked N/A and no overall score.

How do flags and severity work?

Use flags for the things a person should look at the same day, such as a missed disclosure or a do-not-call request. You give each flag a name and a severity: critical, high, medium or low.

Add your compliance checks to the scorecard and Callyst flags the calls that miss them, with the quote.

Each flag comes with a quote. The quote has to match the call word for word. A flag whose quote isn't in the transcript is dropped. A critical flag's quote has to come from the rep or the customer, not from a recorded prompt. This keeps flags tied to what was said.
Flags show on the flags page the same day.
Flags are a separate list for a person to review. Raising a flag does not change the call's score.

If you want a behaviour to show in the score too, add an item for it. In the sample report, a missed disclosure is flagged and the matching script item also scores low for the same line.

How is the overall score judged?

Each call gets an overall score on the same scale as your items, with a short written reason. Callyst judges it for the whole call, against the overall guidance in your scorecard. It isn't added up from the item scores.

That has two practical effects:

Items have no weights or points. Each item is judged on its own, as a scale score or a yes/no. If your checklist has points, they don't carry over. Callyst uses your items and your wording. If a must-have matters, make it a yes/no item or a flag.
Read the overall score next to the items. The items show where the call was strong and where it wasn't.

Item scores come with quotes from the call. Each quote is checked word for word against the transcript. If no quote checks out, the score shows without one. Your scored report lists each item's score with a one-sentence reason, and shows quotes on flags.

If your current scorecard has points, our free call scorecard template explains how Callyst treats them. For how other call scoring tools handle custom scorecards, see software that scores sales calls against your own scorecard.

Good to know

Callyst scores calls in English. Scores, flags and coaching notes are generated by AI and can be wrong. They are an aid, not a decision. Review them before acting, especially before any step that affects a person's job or pay.

Ready to try it?

Run a free check on up to 10 of your calls with your own scorecard, or see what you'll get in the sample report.

Questions and answers

Can I use my existing QA form?

Yes. Upload it or paste it as a checklist (PDF, DOCX or TXT up to 2 MB, or up to 20,000 pasted characters) and Callyst turns it into a draft scorecard for you to read. Callyst then scores your calls against it, in your words.

What if I don't have a scorecard?

Leave the scorecard field empty and Callyst uses its standard sales scorecard. You can also build one from a checklist in the free scorecard builder, which needs no sign-up.

How much does it cost?

It is $200 a month for 1-3 reps, $280 a month for 4-7 reps, and $40 per rep per month from 8 reps. The free check on up to 10 of your calls comes first and does not commit you to buy. See pricing.