Generation 4 is Voyc's newest Scorecard builder. The core process is the same you already know: Groups, Statements and Options with Conditions. What has changed is the builder itself: a cleaner canvas, a more intuitive design and a faster setup experience. The biggest new additions are Smart Statements and Smart Detection Conditions on your Options.

Some moments are harder to capture with exact words, as with any keyword-only Scorecard: a discovery question that agents phrase differently every time, a compliance check where exact wording varies or a nuanced response that could come out a hundred different ways. Smart Statements handle those moments by reading for meaning rather than matching words. You get both in a single builder: Keyword Statements where the language is predictable and Smart Statements where it isn't. You decide which approach fits each part of the conversation.

The result is more accurate scoring and when paired with Smart Detection Conditions on your Options, more reliable call routing too.

This is the complete setup guide for Generation 4 Scorecards. For background on Groups, Statements and scoring logic, see How to Create a Scorecard on Voyc.

Get your bearings before you start building. The table below covers every term you will come across on the canvas.

The suggested build order of your Scorecard is:

Create your Groups —> Create your Statements and connect them —> Validate —> Publish —> Activate —> Refine

You are now in the Generation 4 Scorecard canvas.

Think of the canvas as a visual map of every route a conversation could take. Every Scorecard has a clear starting point and a clear end, but in between, calls can branch off in different directions depending on what was said. Mapping those routes is how you show Voyc what to listen for along each path.

Here's what you'll find on the canvas.

In the top left, your Scorecard name sits alongside a pencil icon. Click either to edit the name and description at any time. Next to the name is a status pill showing the current state of your Scorecard, for example Draft or Active.

Directly below the Scorecard name are your Validation, Publishing and Activation tools. These change depending on your Scorecard's status.

Validating checks whether your Scorecard is ready to publish and flags any issues along the way. Run it as often as you like while you build to stay on track.

You can add items to the canvas by dragging from the left panel or using the quick-add + menu on a Group or at the top right of any existing statement. Either way, the four building blocks are:

The quick-add + menu also includes Duplicate, which copies the current statement including its name, assessment criteria and scripting. This works for both Keyword and Smart Statements.

At the bottom left of the canvas, use the zoom controls to zoom in and out, fit the full Scorecard to your screen, or lock the items on the Canvas while you work. You can also use your mouse scroll wheel to zoom from wherever your cursor sits on the canvas. To move around the canvas, click and drag on any empty area of the background.

In the top right, the Smart Nodes counter shows how many Smart Statements and Smart Conditions you have used against your allowance of 75 Smart Nodes. Once you reach your limit, new Smart Statements and Smart Conditions cannot be added until your allowance is increased.

The search bar in the top right lets you search for any keyword or phrase already used across your Scorecard. Use it to check whether a phrase is already covered elsewhere before adding it to a new statement, or to quickly find which statement contains a particular keyword.

To reposition a Group or Statement, click and drag the drag handle (the six-dot icon at the top of the item). To reposition an Option, click and drag it directly. Click on a Group to extend it by dragging the blue dot on the bottom right.

Once you have Statements on the canvas, each card gives you a quick summary of what that Statement is doing without you needing to open it.

Once you are familiar with the Canvas, you can begin creating your Scorecard.

Groups represent the sections of your agent's guide document and will be visible in your Grading Workflow. Each Group is a container for the Statements and Options that belong to that part of the conversation. For example, a Scorecard for an insurance call might have several Groups which may include: Introduction, Policy Discussion and Affordability Check.

Repeat until you have a Group for each section of your conversation.

Statements are how you teach Voyc what to listen for. Every call is scored based on what was said in the transcript and what wasn't, matched against the Statements you have built.

Generation 4 Scorecards support two Statement types:

The right choice comes down to one question: how predictable is the language for this moment in the call?

Use Keyword when the required phrasing is straightforward and you can list the likely variations without much effort. A greeting, a compliance disclosure or a specific product mention typically fall here. For example:

Use Smart when the required behaviour is nuanced, context-dependent or too variable to capture with keywords alone. For example:

A quick rule of thumb: if you can write the keyword list in a minute and feel confident it covers the variation, use Keyword. If you find yourself writing long lists and still feeling uncertain, use Smart.

You can mix both types freely within the same Scorecard and easily switch between Smart and Keyword.

Click the + next to a group name, or drag a Statement or Smart Statement from the left panel into the group. The Edit Statement panel will open.

Fill in the Details section first. Once your Details are complete, use the Keyword / Smart toggle at the top of the panel to set how the statement detects whether it has been met.

Then configure the remaining sections covered below.

Switching to Smart: A confirmation modal appears showing your remaining Smart Statement allowance. It asks you to confirm your Assessment Criteria before switching. Click Switch to Smart to confirm.

Switching to Keyword: A confirmation modal explains that the statement will now score calls by matching exact words and phrases instead of using AI assessment, so scoring will change. Your name, assessment criteria and scripting are all kept. Click Switch to Keyword to confirm. You can switch back at any time.

Every Statement uses the same five-section accordion layout, whether Keyword or Smart: Details, Keywords, Impact, Connections and Groups. Click any section header to expand or collapse it.

The Details section is where every Statement starts, regardless of type.

A simple structure to follow:

[Who] + [What should happen] + [Any context that matters]

For example: "The agent states that all policy details are accurate before closing the call."

When editing a Smart Statement, you will find a How to write your criteria guide built into the Details section. It includes Do's and Don'ts for each principle. Here is a summary:

Keywords aren't just for Keyword Statements. Both types use them, but the role they play is different. For Keyword Statements, they are what Voyc actually uses to detect whether the Statement was said: essential, not optional. For Smart Statements, they act as examples that help the LLM recognise what you are listening for. Not required, but strongly recommended, around five solid phrases can make a real difference to accuracy.

There are three ways to add keywords:

Add manually: Type keywords directly into the block provided and select Add or Enter/Cmd, separating multiple entries with commas. You can add up to 100 keywords per statement.

Ask Joyc for Suggestions: Joyc uses your Assessment Criteria to generate AI-powered keyword suggestions, each with a relevance score. Select the ones that fit. Hover over any suggestion to edit the wording before accepting it. Click Accept Selected Keywords to add them in one go.

Search conversations: Type a keyword or phrase to search your real call transcripts. Voyc returns matches showing the actual conversation snippets where that phrase was said, so you can see exactly how agents phrase it in practice. Click the + next to any result to add that phrase as a keyword. Added keywords appear below and can be edited or deleted.

You can delete or edit a keyword by selecting the pencil or the delete icon on each Keyword.

The Impact section is where you decide how much weight this Statement carries in the overall Scorecard score.

Connections define where the conversation flows after this Statement. Click on the Target field and select the Statement that should follow this one. You can also connect Statements and Options by selecting the dark dot on either side of the Statement or Option until a plus sign appears, then click and drag to the desired Statement or Option.

The Groups section lets you move a Statement to a different Group after creating it. Select the destination from the Group dropdown. You can also drag the Statement into the new Group.

Options are branch points in your Scorecard that represent the different directions a call can take. Not every conversation follows the same script: an agent might ask which plan a customer prefers, or whether they want to proceed or cancel, and each answer leads the call somewhere different. An Option captures each of those possible directions.

When Voyc grades a call, it analyses every possible route through your Scorecard and works out which one the conversation most likely followed. This is called routing. The route Voyc selects determines which Statements are checked and how the call is scored. Adding Conditions to your Options gives Voyc stronger signals when working out which route a call most likely followed. The more context Voyc has about a path, the more reliably it can identify the right one.

Once your Scorecard is built, publish it and set it as active to put it live on your Channel. You can validate first to check everything is in place, but it isn't required before publishing.

Click Publish on the left panel. A Publish Scorecard modal will confirm the Scorecard has been published and is ready to be promoted to active. Your Scorecard name will include a version number, for example Sales v3.

When you select Publish Voyc will run a validation first, where it checks each Statement and Option to ensure it has everything it needs to function before publish. If it fails, go to your Scorecard and it will tell you exactly what needs to be fixed. Statements that pass highlight in green. If something is wrong, the colour around that Statement or Option changes. If you open the item it will explain why it failed. Resolve any issues and select Validate to check if needed.

Click Promote to Active on the left panel. An Activate Scorecard modal will confirm the Scorecard is now live and scoring calls on your Channel.

Once active, the status pill changes to Active - read-only. To make changes, copy the Scorecard from the Scorecards tab, edit the copy, then validate, publish and promote the new version to active.

Generation 4 gives you a redesigned, faster Scorecard builder: Keyword Statements for the predictable moments, Smart Statements for the nuanced ones, improving scoring accuracy by reading for meaning where exact phrasing varies. Pair Smart Statements with Smart Detection Conditions on your Options and the same intelligence applies to call routing too: conversations land on the right branch based on what was actually said, not just which keywords appeared.