Why is my scorecard missing?

Why is my scorecard missing?

Scorecards are automatically generated after a call is processed, but several conditions must be met for a scorecard to appear. Below are the most common reasons a scorecard might not be generated, and what you can do about each one.

1. Participant not matched to a Glyphic user

For a scorecard to be generated, Glyphic needs to identify which registered user was on the call. This matching is done using the participant's email address or name as provided by the call source (Zoom, Google Meet, Microsoft Teams, etc.).

If the participant's name or email on the call doesn't match what's in Glyphic, the scorecard won't be generated for that person.

Common causes:

• The user joined with a different name than what's registered in Glyphic (e.g. a nickname, shortened name, or typo)
• The call source did not provide the participant's email address — this is especially common with Zoom Cloud Recordings, where external participants often appear as names only, without email addresses
• The user was not logged into Zoom when joining the call, so their email wasn't passed through

What you can do:

• Update the user's name in Glyphic: Admins can edit user names directly in Settings → Users by clicking on the name. Make sure it matches how the person appears on calls.
• Update the display name in Zoom (or other call platform): Ask team members to update their Zoom profile name to match their name in Glyphic. This is especially important if they regularly join calls with a nickname or abbreviated name.
• Log into Zoom via the browser: When users are logged into their Zoom account (particularly via the browser, not just the desktop app), their email address is passed through to Glyphic. This significantly improves matching. Zoom can auto-log users out periodically, so it's worth checking.
• Connect your calendar: When Zoom doesn't provide participant emails, Glyphic uses calendar data as a fallback to match recordings to the correct participants. Make sure all users have connected their calendar in Glyphic (Settings → Personal → Calendar).
• Edit participants on the call page: If a call has already been processed with a wrong or missing participant, you can manually edit participant details on the call page to add the correct email address. The scorecard will be regenerated.

2. Call incorrectly classified as internal

By default, scorecards only run on external calls. If a call is mistakenly classified as internal, it won't be scored.

Why this happens:

• A participant's email domain is listed under your Internal Domains, even though they are an external contact (e.g. a contractor domain or subsidiary that shouldn't be treated as internal)
• When Glyphic can't identify a participant's email (see point 1 above), it may not be able to determine whether the call is internal or external

What you can do:

• Review your Internal Domains list in Settings → Organizational and make sure only domains that truly belong to your company are included
• Ensure participants have correct email addresses on the call (see the steps in section 1)
• If a specific call was incorrectly classified, you can change its visibility from the call page

3. Call marked as private

Private calls are only visible to participants. If a call is unexpectedly private, managers and other team members won't see the scorecard even if it was generated.

Why this happens:

• The user has enabled "Default my calls to private" in their personal settings
• An admin has enabled "Default internal meetings to private" for the organization, and the call was classified as internal (correctly or not — see point 2)
• Participant identification issues can cascade: if an external participant isn't recognized, the call may appear internal, which then triggers automatic privacy rules

What you can do:

• Check the call's privacy setting on the call page — participants and admins can change it
• Review who has enabled private-by-default in Settings → Users (indicated by a red lock icon on their calendar integration)
• See How can I make a call private? and How can I make all internal calls private by default? for more details on these settings

4. No matching scorecard configuration

Scorecards are triggered based on call tags (e.g. "Demo", "Discovery"). If a call doesn't have a tag, or has a tag that doesn't have a scorecard assigned to it, no scorecard will run.

What you can do:

• Check that the call has the correct tag assigned
• Verify that your scorecard is configured to run on that call tag in Settings → Coaching → Scorecards
• If you add or change a call tag after the call was processed, the scorecard will be recalculated automatically

5. Calls from shared meeting rooms or devices

When calls happen from a conference room device or shared account, the speaker is associated with the room rather than the individual person. Glyphic can't match a room account to a specific user, so no scorecard is produced.

What you can do:

• Have team members join from their own devices or accounts, even if they are physically in the same room, so their individual profiles are recognized
• Make sure the calendar invite includes the correct participants — Glyphic uses calendar data as a fallback for participant identification

Still need help?

If you've checked the above and your scorecard is still missing, please reach out to us with:

• The link to the call in question
• The name and email of the person who should have been scored

We'll investigate and get it sorted for you.