Each item on your scorecard gets scored 0-5 by the AI. Every item also has a weight (defaulting to 1) that controls how much it affects the overall score.
How the Math Works
The system multiplies each item’s score by its weight, adds those up, then divides by the maximum possible (5 x each weight, added up). That gives you a number between 0 and 1.
Example — Equal weights:
Two items, both weighted at 1. One scores a 5, the other scores a 3:
Example — Weighted for importance:
Same scores, but the second item’s weight is bumped to 3 because it matters more:
The lower-scoring item now drags the average down more because it carries more weight.
Special Cases
Not Applicable (N/A)
Items marked N/A are thrown out entirely — they don’t count for or against the score. If an item doesn’t apply to a particular conversation, it’s excluded from the calculation.
Zero-Weight Items
Setting an item’s weight to 0 lets you track something without it affecting the final score. The AI still scores the item, and you can still see it in reviews — it just doesn’t move the number.
This is useful for:
- Tracking behaviors you’re curious about but not ready to enforce
- Piloting new scorecard items before making them count
- Monitoring soft skills without penalizing reps
When to Adjust Weights
- Revenue-driving steps (options presentation, closing, objection handling) — consider weight 2-3
- Hygiene steps (greeting, intro) — keep at weight 1
- Experimental steps — set to weight 0 until you’re confident in the criteria
Use weights conservatively. Start with everything at 1, then adjust after you’ve seen a few weeks of data and know which steps actually correlate with revenue.
