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Reading Your Diablo Scorecard

Outcome: You look at your scorecard and instantly know which two reps need a 1:1 this week and what to talk about with each.

Cheat Sheet · Diablo Daily Use · Diablo-specific · 2 min read

Use this when: First week reading the scorecard · anytime a metric is confusing · onboarding a new GSM or Sales Manager

By Steve Baylis

Print this. Put it next to your monitor. Look at it side-by-side with your live scorecard for the first two weeks.

The 6 metrics that actually matter

1. AI response time

What it measures: How fast AI replied to inbound leads (median, last 7 days).

Good: Under 12 seconds. Bad: Over 30 seconds — usually means a phone-system or webhook problem. What to do if it’s bad: Open Settings → Phone System and check that all numbers are registered.

2. AI conversation continuation rate

What it measures: % of inbound leads that engaged in 2+ messages with AI.

Good: 60%+ for fresh leads. Bad: Under 40% — usually means key notes are wrong or hours are misconfigured. What to do if it’s bad: Re-read your key notes (Library → AI Agent Key Notes Template). Adjust tone.

3. Appointment book rate

What it measures: % of AI conversations that ended in a booked appointment.

Good: 25%+ of qualified leads. Bad: Under 15% — escalation rules might be too tight, or AI is qualifying too aggressively. What to do if it’s bad: Review last 20 conversations that didn’t book. Look for pattern — is AI cutting off too early?

4. Show rate (per rep)

What it measures: % of booked appointments that actually showed up.

Good: 70%+ Bad: Under 50% — usually a rep-side problem (no confirm, weak appointment slot). What to do if it’s bad: Coach the rep on confirmation patterns. AI auto-confirms day-before; the rep needs to confirm same-day.

5. Won deals from AI-warmed leads (per rep)

What it measures: Closed deals where AI was the first touch (last 30 days).

Good: Top performers should be at 8+ per month. Bad: Under 3 — coaching opportunity. The rep is getting handoffs but not closing. What to do if it’s bad: Listen to recent conversations on those leads. Often the rep is going too cold too fast on a primed buyer.

6. Stale pipeline (per rep)

What it measures: Leads in the rep’s pipeline with no activity in 7+ days.

Good: Under 10 stale leads. Bad: Over 25 — they’re sitting on a pile of forgotten deals. What to do if it’s bad: Have the rep work through the stale list one shift. Sales drop fast when reps stop touching their pipeline.

The operating principle

The two lowest reps each week need a 1:1.

Look at the scorecard each Monday. Sort by won deals descending. The bottom two get a 30-minute coaching session this week.

Don’t punish — coach. Pull up specific conversations, point at specific moments, ask “what would you do differently?”

That’s the system. Six metrics. Two coaching conversations. Every Monday.

Quick-glance summary

MetricTargetCoaching trigger
AI response time<12s>30s
Continuation rate60%+<40%
Appointment book rate25%+<15%
Show rate (per rep)70%+<50%
Won deals from AI (per rep)8+/mo<3/mo
Stale pipeline (per rep)<10>25

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