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Set up your Invoca for Contact Center account: build and share a dashboard, create scorecards, add your team, and start reviewing calls together.
This feature is available on the Invoca for Contact Center package. Contact your account manager to learn more or upgrade. If you’re a sales manager, this guide will help you get up to speed setting up your Invoca account, getting familiar with a few core Invoca concepts, collaborating with your team, and reviewing phone calls with your sales reps. What to expect:
  • Gain quick, actionable insights from your sales phone calls with at-a-glance dashboards and in-depth reports.
  • Create scorecards to evaluate the efficacy of your sales reps.
  • Review your most valuable conversations in detail, uncovering key coaching moments and sales opportunities.
By the end of this guide, you’ll have set up your account and be familiar with your day-to-day workflows in the platform.

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Step 1: Build a dashboard and share it with your team

The first thing you’ll see when you log in to your Invoca account is your dashboard — a central hub for at-a-glance insights into your business. Your dashboard is fully customizable, and the first thing we recommend you do is poke around and create a few tiles that will deliver useful data for you and your sales reps. A few kinds of information your dashboard tiles can track:
  • Call counts: Either the total number of calls fielded, or the number that fulfill a valuable condition you choose to track, known in Invoca as Signals (see below).
  • Conversion rates: How many of your leads result in closed deals? How successful are your sales reps at closing high-quality calls?
  • Comparing different factors: Make two similar tiles, but assign them to different date ranges or lines of business to compare against each other.
Once you build a dashboard you want to share, you can keep it to yourself or publish it to your whole team. We strongly recommend publishing at least one dashboard as you set up your account, so your sales reps have something to look at. You can also switch between multiple dashboard views once you’ve built more than one. For more in-depth data and filtering than fits on a dashboard tile, the Calls Report and Call Review views can help.

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A note on Signals and Marketing Data

Most data you’ll want to track relies on two key Invoca concepts: Signals and Marketing Data. Signals are tags that mark when a certain outcome you want to track occurs in your phone calls — a certain promotion or landing page that led to the call, or a condition that occurred during the call itself, such as a particular word, topic, or phrase being spoken, or the call lasting for a desired duration. Marketing Data gathers information about your phone call, and in Invoca for Contact Center, is how Invoca categorizes which sales rep fielded which call. The Signals and Marketing Data you want to track might already exist in your account, created by colleagues using Invoca for Marketing. If you need something new, check in with your Marketing team first to get the all-clear.

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Step 2: Create scorecards to evaluate your calls along multiple criteria

Next, choose the criteria you’ll use to evaluate your phone calls, using scorecards. Scorecards let you pick a number of Signals in your account that combine into a successful call — such as your sales rep adhering to their script, or successfully capturing a lead. Invoca then checks each phone call against your scorecards to measure your most successful calls and sales reps.

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Step 3: Add your team to your account and start reviewing calls together

Now that your dashboards and scorecards are set up, it’s time to make it a party. Invite anyone who needs access — sales reps or other managers — to your account. With setup complete, one of the main activities you can do in Invoca is pick out the most relevant phone calls in your account and quickly review them, including:
  • Creating a list of useful calls.
  • Quickly reviewing calls by listening to recordings and reading transcripts.
  • Adding comments to your calls, in which you can tag your team members for better collaboration.
Last modified on September 28, 2026