How to use a process

Last updated: September 15, 2026

Processes are documents or external resources you link to a scorecard section so the AI has extra context when it scores a conversation. This guide covers attaching a process to a scorecard section, generating scoring criteria from it, and setting the rules that override a section's score.

How to Attach a Process in a Scorecard

Instead of writing a separate scorecard section from scratch, you can attach an existing Process directly to a scorecard section. When you do this, the AI grades conversations against that process's defined steps - and can auto-generate scoring criteria for you.

Step 1: Open a scorecard

Go to Resources → Scorecards and open an existing draft scorecard, or create a new one. See How to create a scorecard if you are starting from scratch.

Step 2: Set the section type to Process

  1. In your section, click the section-type dropdown, which defaults to Skill.

  2. Select Process.

  3. The section header updates to Select a process.

Switching a section to Process replaces the manual skill setup. The section pulls its scoring logic from a process you have already created.

Step 3: Select the process

  1. Click the Select a process dropdown.

  2. Choose Auto detect process to let the AI match the right process to each conversation, or pick a specific process from the list, for example "Escalation Handling SOP".

  3. If the process you need does not exist yet, click + Create a process at the bottom of the list.

The section name updates automatically to match the process name.

Step 4: Set the scoring scale

  • Top score defaults to 10.

  • Choose Graded (any score between 0 and the top score) or Pass/fail (either the top score or 0).

  • Review the Poor, Average and Strong point bands, for example 0-3, 4-6, 7-10.

Step 5: Generate scoring criteria with AI

  1. Under Generate criteria, type a prompt to guide the AI, or leave it blank.

  2. Click Generate with AI. The Poor performance, Average performance and Strong performance fields fill in automatically, based on the steps in the selected process.

  3. Review the generated descriptions and edit them as needed.

The criteria draw directly from the process's defined steps, so the more specific your process description, the more accurate the generated scoring guide.

Step 6: Configure advanced settings (optional)

  1. Click Advanced settings to expand it.

  2. Under Conversation parts to score, choose whether to score the Transcript, Notes, or both.

  3. Toggle on any of the following and describe the condition that triggers it:

  • Exclusion criteria ignores the section so it does not affect the score, for example "If no escalation is required".

  • Section fail scores this section 0 and leaves the other sections unaffected, for example "If escalation path was not made clear or incorrect".

  • Scorecard fail invalidates the entire scorecard to 0, for example "If the agent used offensive language".

These settings are optional. Use them so a severe miss, such as a compliance breach, cannot be masked by strong performance elsewhere on the scorecard.

Step 7: Save or publish the scorecard

  • Click Save draft to save your progress without activating the scorecard.

  • Click Publish to make the scorecard live and available for evaluations.

To add more sections to the same scorecard, click + Add section at the bottom of the page. You can mix Skill and Process sections in one scorecard.

Related articles

If you have any further questions, contact the Solidroad team via the Help tab in the platform.