How to create a scorecard (Training)

Last updated: July 14, 2026

Learn how to create custom scorecards in Solidroad to track performance, monitor progress, and give personalised feedback. This guide walks you through naming your scorecard, adding scoring criteria, and choosing how each criterion is graded.

Before you start: You'll need Admin access to create or edit scorecards. Set your scorecards up first - you'll attach them when you build a simulation.

Step 1: Open the Scorecards page

Head to the area where all your scorecards live.

What to do:

  1. Log in to your admin account.

  2. Click the Resources tab, then select the Scorecards tab.

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Step 2: Create and name a new scorecard

Start a fresh scorecard from the Scorecards page and give it a clear name.

What to do:

  1. On the Scorecards page, click the New Scorecard button in the top-right corner.

  2. At the top of the page, click the Untitled field.

  3. Type a name for your scorecard (for example, Customer Experience Evaluation).

Why it matters: A clear, descriptive name makes it easy to find and reuse the right scorecard when you're attaching it to simulations later.

Set up your first section

Each scorecard is made up of sections - the individual areas you want to score, such as Opening, Accuracy of Resolution or Close. Start by shaping your first section.

What to do:

  1. In the Section header, click the name field and type a name for the section (for example, Opening).

  2. Optionally, use the Skill dropdown to link the section to a skill.

  3. Set the Top score - the maximum number of points this section can score (for example, 10).

  4. Choose how the section is scored:

  • Graded - the section scores anywhere between 0 and the top score.

  • Pass/fail - the section scores either the full top score or 0, with nothing in between.

  1. Review the score bands (Poor, Average, Strong), which are set automatically from your top score - e.g. a top score of 10 gives Poor 0–3, Average 4–6, Strong 7–10.

Why it matters: The top score and scoring type set the "weight" of the section relative to the others. Sections with a higher top score count for more of the overall scorecard, so use this to reflect what matters most in the interaction.

Write or generate the scoring criteria

The scoring criteria tell the AI exactly how to award points, from poor to strong performance. You can write these yourself or have Solidroad draft them for you.

What to do:

  1. In the Generate criteria box, enter a prompt describing what a great response looks like for this section - for example, "Agent greets the customer warmly, states their name, and verifies the customer's identity before discussing account specifics."

  2. Click Generate with AI.

  3. Solidroad fills in the Poor performance, Average performance and Strong performance descriptions, each tied to its points range.

  4. Review the generated text and edit any of the three descriptions directly if you want to fine-tune the wording.

Why it matters: These descriptions are the scoring guide the AI uses on every evaluation. The clearer and more specific your prompt, the more consistent and accurate the scoring -so it's worth getting the examples right here.

Step 5: Fine-tune with advanced settings (optional)

Advanced settings let you control what the AI looks at and set rules that override the normal score.

What to do:

  1. Click Advanced settings to expand the section.

  2. Under Conversation parts to score, tick the parts you want included — Transcript and/or Notes.

  3. Turn on any of the override rules and describe when each should trigger:

  • Exclusion criteria - if met, this section is ignored and does not affect the score (e.g. "customer was not the decision-maker.").

  • Section fail - if met, this section scores 0, but other sections are unaffected (e.g. "agent did not greet the customer.").

  • Scorecard fail - if met, the entire scorecard is invalidated and scores 0 (e.g. "agent used offensive language.").

Why it matters: Fail rules are powerful safety nets. Use Scorecard fail sparingly for serious breaches that should void the whole interaction, and Section fail for must-do behaviours within a single area.

Step 6: Add more sections

Repeat the process for each area you want to score. Solidroad automatically balances the weighting across all your sections.

What to do:

  1. At the bottom of the scorecard, click Add section.

  2. Name the new section, set its Top score and scoring type, and add its criteria (steps 3 - 5).

  3. Repeat for as many sections as you need - for example, Opening, Accuracy of Resolution and Close.

  4. Check the percentage shown beside each section in the Sections list - this is its share of the overall score. Adjust a section's Top score to change how much it is weighted.

Why it matters: Weights always add up to 100%. Lowering one section's top score (say, from 10 to 5) reduces its share of the total, letting you emphasise the sections that matter most.

Step 7: Save your draft

Save your work at any time without making the scorecard live.

What to do:

  1. Click Save draft in the top-right corner.

  2. A banner confirms the scorecard has an unpublished draft. You can use a draft only in evaluations while testing.

  3. Use View changes to see what's changed, or Discard draft to roll back.

Why it matters: Drafts let you build and test a scorecard safely before it affects any live evaluations. Nothing you save as a draft is used in production until you publish.

Step 8: Publish your scorecard

Publishing makes the scorecard live and available to use across evaluations.

What to do:

  1. Click Publish in the top-right corner.

  2. In the Publish window, review the summary of what's changed (Modified, Added and Removed items) and what those changes affect (Active evaluations, Scenarios and Pending flags).

  3. Optionally, add a version note (e.g. "Updated per Q3 compliance review") so your team can track what changed.

  4. Click Publish to confirm. A Published v1 confirmation appears, and your scorecard now shows in the Scorecards list.

Why it matters: Each publish creates a new version, so you always have a record of what changed and when. The version note is your changelog - a quick line here saves confusion later.

Now that you've created and published a scorecard, you can use it to score evaluations, track learner performance, give feedback, and improve training outcomes.

Once your scorecard is live, it's time to put it to work - attach it to an evaluation or simulation and start scoring real conversations.

📚 Related article: How to set up an evaluation | Solidroad Help Center

If you have any further questions or need assistance, please refer to our support resources or contact the Solidroad team via the Get Help tab within the platform.

Glossary of key terms

  • Scorecard: The overall set of criteria used to score an interaction, made up of one or more sections.

  • Section: A single scored area within a scorecard (e.g. Opening, Close). Each has its own criteria and weight.

  • Top score: The maximum points a section can earn; also determines the section's weight relative to others.

  • Graded: A scoring type where a section can score anywhere between 0 and the top score.

  • Pass/fail: A scoring type where a section scores either the full top score or 0.

  • Generate criteria: An AI-assisted feature that drafts the poor/average/strong scoring descriptions from a short prompt.

  • Exclusion criteria: A rule that, when met, causes a section to be ignored so it does not affect the score.

  • Section fail: A rule that, when met, sets a single section's score to 0 without affecting other sections.

  • Scorecard fail: A rule that, when met, invalidates the entire scorecard and scores it 0.

  • Draft: An unpublished version of a scorecard, usable only in testing until published.

  • Version: A published snapshot of a scorecard; each publish increments the version number.