Call Scoring & QA
Score Every Call. Coach the Right Ones.AI call scoring that rates every conversation, not a random sample.
SIYA scores every analyzed call from 0 to 10 on communication, issue resolution, customer satisfaction and compliance, plus an overall score judged on its own. Filter your call list by score, see each rep’s average with its seven-day trend, and spend coaching time on the calls that need it.
- Five scores on every call
- Filter calls by score
- Seven-day trend per rep
How it works
- A call is analyzedTranscribed and read by SIYA
- Four parts scoredCommunication, resolution, satisfaction, compliance
- An overall of its ownJudged separately, not averaged from the parts
- Rolled up nightlyEach rep’s average and seven-day trend
Coaching That Starts with the Right Call.
Every analyzed call gets five scores, so reviews aren’t limited to whichever calls someone happened to pick.
The overall is judged on its own. When it disagrees with the parts, that call is worth a listen.
Filter the call list to calls scoring at least 9, 7, 5 or 3 out of 10.
Rep averages count answered conversations only, not voicemails, internal calls or calls SIYA handled herself.
From Call to Coaching in Three Steps.
Pick Your Industry Preset
Tell SIYA what good handling means on your kind of call, and add your own context.
Let Every Call Be Scored
Each analyzed call gets five scores from 0 to 10, and one sentence explaining them.
Coach from the Numbers
Filter calls by score, compare rep averages and their seven-day trend, then listen where the numbers point.
What Is AI Call Scoring, and How Are Calls Scored?
AI call scoring rates every recorded call automatically, so managers know which conversations went well and which need attention without listening to all of them. In Adoptiv, every analyzed call gets five scores from 0 to 10.
Four scores rate the parts of the call: how the agent communicated, whether the issue was resolved, how satisfied the customer seemed and how the call measured up on compliance. The fifth, the overall, is judged on its own in the same reading rather than averaged from the others. One sentence explains the whole set. When the overall and the parts disagree, that gap is your reason to listen.
Scores are whole numbers, checked before they are saved. A score outside the scale is refused rather than trimmed to fit, the reading runs once more, and a second failure shows on the call instead of being filed quietly. What the scores weigh comes from your industry preset, so a support call and a sales call are each judged on what matters there.
For sales call coaching, scores roll up overnight into each rep’s daily average and seven-day trend, built from answered conversations only. Use it as call scoring software for everyday coaching; when you need your own scorecard with weighted sections and a pass mark, the AI quality auditor adds one.
Call Quality Scoring Built into Every Call.
How the agent communicated on the call, scored 0 to 10.
Whether the customer’s issue was dealt with, scored 0 to 10.
How satisfied the customer seemed by the end, scored 0 to 10.
Judged on its own, not averaged, with one sentence explaining the whole set.
Daily averages per rep, with the seven-day movement beside them.
Show calls scoring at least 9, 7, 5 or 3 out of 10.
Built for Managers Who Coach.
AI Call Scoring vs Random Call Reviews.
| What | Manual call reviews | With Adoptiv |
|---|---|---|
| Calls scored | Manual call reviews: A handful per rep, when someone has time | With Adoptiv: Every analyzed call |
| Which calls get reviewed | Manual call reviews: Whichever the reviewer picks | With Adoptiv: All of them are scored |
| Consistency | Manual call reviews: Depends on the reviewer | With Adoptiv: The same five scores on the same 0 to 10 scale |
| Rep figures | Manual call reviews: Built from a few calls | With Adoptiv: Daily averages from answered conversations, with a seven-day trend |
| Nuance | Manual call reviews: A reviewer can weigh anything | With Adoptiv: A score to start from; listen where it points |
Call Scoring & QA Questions, Answered.
What is AI call scoring?
AI call scoring rates each recorded call automatically. Adoptiv gives every analyzed call five scores from 0 to 10: communication, issue resolution, customer satisfaction, compliance and an overall, with one sentence explaining them.
Is the overall score an average?
No. SIYA judges the overall on its own, in the same reading as the other four. When the overall and the parts disagree, the call is worth a listen.
Can I change what the scores look for?
Yes, through industry presets. Pick the preset for your industry, add your own context, and SIYA weighs calls accordingly. The five scores and the 0 to 10 scale stay the same, so calls stay comparable.
Why does a call sometimes have only an overall score?
The overall is the one score every analyzed call must have. If one of the other four is missing from a reading, the call keeps the scores it got rather than failing.
Which calls count toward a rep’s average?
Answered inbound and outbound conversations. Voicemails, internal calls and calls SIYA handled herself are left out, and the rep’s name is saved with each call so a shared login can’t change past figures.
How do you score sales calls?
Pick a few things that matter, such as how the rep communicated and whether the issue was resolved, and rate each on the same scale for every call. Adoptiv does this automatically with five scores from 0 to 10 on every analyzed call.
Is this the same as call center QA scoring?
It covers the everyday part: every call scored the same way. For QA reviews against your own scorecard, with weighted sections, checkpoints and a pass mark, use the AI quality auditor alongside it.
What happens if a score comes back wrong?
A score outside 0 to 10 is refused, not trimmed. The reading runs again once, and if it fails again the call shows the failure.
Are call scores unlimited?
Yes. Scores are part of AI call analysis, which is unlimited on AI+ and Dialer Plus. The pricing page has current prices.
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