Agent Scorecards vs. Insights in Contivio

When managing a call center, data is everything—but not all data is created equal. At Contivio, we offer two powerful tools to help you get the most from your calls: Agent Scorecards and Insights. Both leverage the power of AI to elevate your team’s performance, but they serve different purposes and work best in different contexts.

So, what’s the difference? And how do you know when to use one over the other? Let’s break it down.

What Are Agent Scorecards?

Agent Scorecards are structured evaluation tools designed to assess agent performance across several key areas. These are perfect for quality assurance teams who want a consistent, repeatable way to review and coach agents.

A typical scorecard might ask:

• Did the agent create a positive and professional customer interaction?

• Did they resolve the issue effectively?

• Was their communication clear and jargon-free?

• Did they adhere to company best practices?

Each question is rated on a standardized scale (from Excellent to Unsatisfactory), making it easy to track trends over time and identify coaching opportunities.

Why use Agent Scorecards?

• Great for evaluating overall call quality

• Ideal for agent coaching and performance reviews

• Consistent scoring system across QA teams

• Encourages accountability and transparency

Best for: Performance management, coaching, QA audits, agent evaluations

What Are Insights?

Insights, on the other hand, are customizable triggers that surface specific behaviors or keywords mentioned during a call. Instead of evaluating how something was said, Insights focus on what was said—and tag those moments automatically.

For example:

• If an agent says “Let me transfer you,” it could trigger a Transfer Attempted insight.

• If a customer says “I want to cancel,” it might be tagged as a Churn Risk.

These keyword- or phrase-based tags give managers real-time and retrospective visibility into trends across thousands of calls without having to listen to each one manually.

Why use Insights?

• Identify patterns and hot topics (e.g., billing complaints, cancellation requests)

• Spot training opportunities or process breakdowns

• Monitor compliance or script adherence

• Drill down into specific types of calls instantly

Best for: Trend analysis, compliance, coaching triggers, process improvement

Scorecards vs. Insights: Key Differences at a Glance

When to Use Which?

• Use Agent Scorecards when you need a holistic, scored evaluation of an agent’s performance during a call.

• Use Insights when you want to identify specific language or behaviors across many calls quickly and reliably.

Many of our clients find the most success using both tools together—scorecards for in-depth performance reviews, and insights to monitor trends or flag specific issues in real time.