1. Start from your industry
Pick the scorecard built for your field: medical and eye care, legal, sales, home services, auto sales, restaurants and more. Each one already knows the outcomes that matter there.
Industry Scoring
Call scores that speak your industry's language.
A sentiment score alone cannot tell an eye care practice whether insurance was handled, or a law firm whether the conflict check came first. icepac.ai grades your recorded calls on the lines that matter in your field, so a score means something to the person reading it.
Law firm intake call
Sample scorecard- Intake quality8 of 9 fields
- Practice areaPersonal injury
- Conflict check asked firstYes
- Deadline capturedAccident 6/14
- Consult bookedWed 10:00
- Caller sentimentAnxious, then calm
Made-up caller and results, for illustration.
How it works
From a starting scorecard to scores you trust
2. Make it yours
Rename, add or remove lines and set what a pass looks like for each one. A cataract practice and a pediatric office can score the same call type differently.
3. Read, filter and act
Each recorded call shows its scorecard next to the transcript. Filter by any line, such as "insurance not asked" or "no next step", and see who needs coaching.
Sample scorecards
What gets scored, industry by industry
These are starting points. The lines and the results shown are samples, with made-up calls.
Eye care and medical practices
Sample scorecard- Scheduling outcome: booked, moved, canceled or lostBooked
- Insurance questions: vision plan or medical asked and answeredYes
- Patient sentiment, start to endCalm to positive
- Protected information: identity checked before details sharedYes
- Booking effort: how hard it was to get a timeLow
- Callback promised and owner namedNone needed
Law firms
Sample scorecard- Intake quality: required facts captured8 of 9
- Practice area identifiedFamily law
- Conflict check: parties' names asked firstYes
- Consult booked with the right attorneyYes
- Deadlines and court dates notedHearing 12/2
- No legal advice givenPass
Sales teams and B2B
Sample scorecard- Lead quality: fit, budget and timingHigh
- Discovery questions asked4 of 5
- Objection handling: raised and answeredPrice, answered
- Competitor mentionedYes, noted
- Next step agreed with a dateProposal Fri
- Conversion: won, lost or openOpen, hot
Home services
Sample scorecard- Job booked in a service windowYes
- Quote or price range givenRange given
- Emergency or same-day need spottedSame day
- Address inside the service areaYes
- Maintenance plan offeredOffered
- How the caller heard about youSearch ad
Bring a few lines you care about, and we will score sample calls on them in your demo.
Get a free demo See plans and pricingWhere the scores go
Scores that drive coaching, follow-up and reporting
A scorecard is only worth something if it changes what happens next. Each score feeds the rest of the platform automatically.
- Agent scorecards and coaching, built from the same lines
- A 0 to 100 likely-to-book score on each caller, and a follow-up list for open leads
- Manager alerts when a line fails, such as a missed conflict check
- Trends by person, team, location and marketing source
- Each scored call sits beside its transcript and summary in call intelligence
- Re-score past calls when you change your scorecard
Common questions
Which industries have a ready scorecard?
Medical, dental and eye care practices, law firms, sales teams, home services, auto sales and restaurants have starting scorecards. Any other business starts from a general scorecard and adds its own lines.
Can we change what is scored?
Yes. You can rename, add or remove lines and decide what counts as a pass. Changes apply to new calls, and past calls can be re-scored.
Which calls are scored?
The calls you choose to record and analyze, by number or queue, along with website chats. Calls answered by the AI appointment assistant are scored the same way as your team's.
Are the scores on this page real?
No. Every scorecard on this page is a sample with a made-up call and made-up results, shown to illustrate the lines each industry is scored on.
Free demo
See your calls scored for your industry
In a free demo of about 20 minutes we set up a scorecard for your industry and show it working on sample calls like yours.
- We build a starting scorecard for your field.
- You see sample calls scored, line by line.
- You see how scores feed coaching and follow-up.
Rather talk now? Use the chat button in the corner.
Or call 800-423-3221