Call scoring is live

Exec now scores reps' recorded sales calls, not only their practice roleplays. Calls get pulled in automatically from the tools teams already use to record: Gong, Zoom, Teams, Sybill, and Clari. Each call is graded against a custom scorecard, built the same way you build one for a roleplay scenario, with per-criterion feedback and Good, Fair, and Poor levels.

Did the rep ask the same caliber of discovery questions on the live call that earned them a medal in the roleplay? Did they handle objections the way they did in practice, or did the old habits come back when the pressure was live? Now you can answer those questions instead of guessing.

Scorecards are built per call category. You decide what matters for a sales call: discovery depth, objection handling, next steps, whatever your team chose. Calls are auto-categorized when they come in, so a sales call lands against your sales scorecard and a customer success call lands against a different one. The grading uses the criteria your company defined for that category.

On any scored call, a rep or their manager can open an AI Coach and have a conversation about what happened. The Coach is grounded in the call's transcript, the participants, the summary, and the scorecard feedback. A rep can ask why they lost points on discovery, what a stronger version of their probing question would have sounded like, or whether the objection they handled in practice came up on this call. A manager can ask where the gap is between roleplay scores and live call scores, or which criteria a rep keeps missing across calls.

We kept hearing the same thing from the teams we talk to every week. The hardest part of training was never getting reps to practice. It was knowing whether practice changed how reps ran their actual calls. You can run roleplays all quarter, hand out medals, track completion rates. But if you can't see what happens when a rep is in front of a buyer, you're guessing. The roleplay scorecard told you what happened in the simulation. Now you have the same view of the live call.

Proficiency scores already combine scored observations over time, weighted toward recent performance. Those observations now pull from both roleplays and recorded calls, so a rep's skill rating captures how they do in practice and how they do when it counts.