> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usehatchapp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Voice AI Scorecard

> Per-agent call performance for your Voice AI agents — booking conversion, not booked reasons, handling, and call categories.

The Voice AI Scorecard shows call performance for a **single Voice AI agent**. Where the [CSR and Agents Table](/how-to-use-hatch/dashboard/csr-and-agents-table) compares every agent side by side, the Scorecard goes deep on one — showing not just how it's converting, but where it's losing calls and why.

<Card title="Glossary: every Scorecard metric defined" icon="book-open" href="/how-to-use-hatch/conversations/glossary#scorecard-metrics">
  Not Booked Reason, Handling Stage, and Handoff Classification — with every possible value and what it means.
</Card>

## Getting there

Click the **Scorecard** button on the [Dashboard](/how-to-use-hatch/dashboard/dashboard-overview) view.

You'll see the Scorecard for any agent you can already see on the Dashboard — there's no separate permission to request.

<img src="https://mintcdn.com/usehatchapp/hxsNxu11HU6wnd_I/images/how-to-use-hatch/conversations/ai_agent_scorecard.png?fit=max&auto=format&n=hxsNxu11HU6wnd_I&q=85&s=3d204bea1c33201df65b6c24bc601282" alt="Dashboard" width="1448" height="1040" data-path="images/how-to-use-hatch/conversations/ai_agent_scorecard.png" />

<Note>
  The Scorecard covers **Voice AI agents** today. Support for AI Text and outbound agents is on the way.
</Note>

## What it shows

Insights update in real time as calls come in.

<AccordionGroup>
  <Accordion title="Booking performance">
    How many calls are being booked, and how many were never bookable in the first place. Separating the two matters — a low booking count is only a problem if those calls were winnable. See [Conversation Metrics](/how-to-use-hatch/conversations/glossary) for what makes a call bookable.
  </Accordion>

  <Accordion title="Not Booked Reasons">
    Hatch automatically analyses every bookable call the agent **didn't** book and groups them by reason. This is the fastest way to find out what's actually costing you bookings, rather than guessing from a conversion rate.
  </Accordion>

  <Accordion title="Handling">
    Where calls are transferring during the booking process. Use this to work out whether a handoff was a proper escalation or a gap in the agent's setup — and therefore where to put your attention next.
  </Accordion>

  <Accordion title="Call Categories">
    What callers are actually ringing about. If the category mix doesn't match what your agent is configured for, that mismatch is usually worth fixing before anything else.
  </Accordion>
</AccordionGroup>

## Drilling into the calls

Most visuals on the Scorecard drill down to the specific calls behind them. Click through from any figure to see real examples on the [Conversations page](/how-to-use-hatch/conversations/conversations), where you can play the recording, read the transcript, and check the Context tab.

<video controls style={{ width: "100%", borderRadius: "8px" }}>
  <source src="https://mintcdn.com/usehatchapp/hxsNxu11HU6wnd_I/images/how-to-use-hatch/conversations/drilldown-demo.mp4?fit=max&auto=format&n=hxsNxu11HU6wnd_I&q=85&s=e7d612b34a5670a46fc9ef959b276985" type="video/mp4" data-path="images/how-to-use-hatch/conversations/drilldown-demo.mp4" />
</video>

A rate on its own doesn't tell you what to change — the calls do. When you find one that went wrong, [flag it](/how-to-use-hatch/conversations/flagging-a-call) so your Hatch team can work it through to resolution.

## Metrics glossary

<Tip>
  Every metric on the Scorecard — **Not Booked Reason**, **Handling Stage**, **Handoff Classification**, and the rest — is defined value by value in the [Glossary](/how-to-use-hatch/conversations/glossary#scorecard-metrics).
</Tip>

## Questions it answers

* How is this specific agent performing?
* What's driving its bookable-to-booked conversion?
* Where are the problem areas, and what should I fix first?

## Related Articles

* [Glossary](/how-to-use-hatch/conversations/glossary#scorecard-metrics): every Scorecard metric, value by value.
* [Dashboard Overview](/how-to-use-hatch/dashboard/dashboard-overview): the Dashboard and how its metrics are calculated.
* [CSR and Agents Table](/how-to-use-hatch/dashboard/csr-and-agents-table): compare every agent side by side.
* [Review your new AI Agent](/getting-started/hatch-assistant/review-your-new-ai-agent): where to start with a newly launched agent.