Voyc is rolling out a major upgrade to the logic behind Scorecards. This upgrade strengthens how Voyc interprets conversations, selects the correct path and handles complex branching in your call centre script.
Your Scorecard represents your operational script. It outlines every possible route an agent may take, and Voyc uses this structure to understand what happened in the call and how to evaluate it.
Why we are Improving Scorecard Routing
As teams have grown with Voyc, they have pushed Scorecards into more advanced use cases. The more useful Scorecards became, the more customers imagined finer controls, especially for specific scenarios, edge cases and specialised workflows. This is a natural sign of maturity. When a tool becomes central to daily operations, teams want it to adapt to their unique way of working.
This upgrade answers that need by making routing explicit rather than inferred. You set the Conditions and rules. Voyc shows its reasoning and Scorecards align more closely with how you want conversations to be evaluated.
What This Update Delivers
Conditions in your Scorecard
🚧 This Feature is currently in early Beta and available on request.
Beta means the feature is still being refined based on customer feedback, so changes, unexpected behaviour or occasional issues may occur as we improve it. We welcome your feedback.
To get access, contact support@voyc.ai or your Voyc Account Executive.
Conditions let you guide routing through your Scorecard using not only call attributes, but now also phrases and call length. They combine what Voyc knows before the call with what it learns from the conversation, giving the system more context and producing more accurate route selection.
Read more in Adding Conditions to Option Nodes on your Scorecard.
Smarter Routing Algorithms
This upgrade is already working its magic on the Voyc platform and will only get better as more updates are made!
The routing engine now evaluates conversations with more nuance. It weighs positive and negative detections on your nodes more effectively, recognises multiple attribute values as well as all new conditions and understands the structure of complex branching paths. This improves accuracy without any extra effort.
Transparent Decision Making
This feature is still in develop and will be available early 2026.
An enhanced Scorecard Feature empowers QA analysts to:
Visually explore which Scorecard routes were likely followed and why
Identify decision points where agents diverged from the expected path
See which Conditions were met when an Alert fired on a specific call
Measure compliance and performance in context, not in isolation
Work with Voyc to tune algorithm behaviour so it reflects organisational priorities over time
The result is a more transparent, explainable and flexible way to evaluate every customer interaction, all within Voyc’s existing secure, cloud based environment.
How This Helps Your Team
These upgrades improve accuracy and give you more control over how Voyc interprets conversations.
Scorecards follow the correct path more reliably
Analysts gain clear explanations behind routing decisions
Teams spend less time checking call paths manually
Setup becomes easier because logic behaves more predictably
The Gist
Your Scorecards have not only become smarter and more reliable, they have also become more flexible and easier to shape around your operation. Conditions and improved routing give Voyc better context and let you adapt Scorecards to your unique journeys, while keeping decisions more transparent, predictable and easier to fine tune over time.