Call Scoring & QA
A month of calls gets reviewed by whoever had time, on whichever calls they happened to pick. Every call carries five numbers instead. The overall is judged in its own right rather than averaged out of the other four, so a gap is a reason to listen.
Quality scoring on a finished call
every analyzed call, not a sampleJudged above its parts.
Renewal closed on the call with the discount terms stated plainly and repeated back.
Product figures from the platform’s own defaults - not customer averages
How it works.
Four parts, then a verdict of its own
Agent communication, issue resolution, customer satisfaction and compliance are each rated, and the overall is rated separately in the same reading. Nothing derives one from the others, which is precisely what makes their disagreement informative.
Only the overall is compulsory
A secondary number that comes back missing does not sink the run, since the overall is the one the coaching view reads. Anything present still has to be clean: coerced from text if need be, checked against the range, then rounded to a whole number.
Out of range is refused, never corrected
Trimming an eighty five down to a ten would manufacture a pass nobody earned, so the write boundary turns it away, the reading runs again, and a second failure shows on the call instead of being filed quietly.
Not every leg belongs in a coaching figure
The overnight roll-up counts answered inbound and outbound conversations and nothing else. Internal legs go, the calls SIYA handled herself go, voicemail goes with them, and the agent's name is written down at the time so a reused login cannot rewrite last month's rows. A seven day movement is worked out beside the average, and the coaching view gets both at once, so nobody reads a figure without its direction.
Two moments in every read.
Every read passes through the same seven. Call Scoring & QA is the lit ones, and everything either side of it is a different page in this category.
- 01Source
the call or the thread it reads
- 02Transcribe
audio into words, with speakers
- 03Read
the pass over the whole of it
- 04Judge
the score, the sentiment, the intent
- 05Extract
the fields and follow-ups pulled out
- 06Write
what lands back on the record
- 07Review
a person checking the machine
The specifics.
8 facts- Scale
- Whole numbers from 0 to 10. Text is coerced, then range checked, then rounded
- Dimensions
- Communication, resolution, satisfaction, compliance, and a separately judged overall
- Required
- The overall. The other four are checked when present and tolerated when absent
- Justification
- One sentence covering the whole block, not one line per number
- Filtering
- The call list offers four floors: nine, seven, five and three out of ten
- Left out of coaching
- Internal legs, the calls SIYA handled herself, voicemail, and anything that never reached answered, so a coaching average is built from conversations only
- Averaging
- A day's figure is a plain mean of the calls that returned that number
- Not the same as
- This rates the handling. Compliance is one of these five, argued on its own page
What it reads, and what reads it.
Nothing here invents its input. These are where the material comes from, and where the verdict goes afterward.
More in Intelligence
12 capabilitiesAI that proposes edits to the record - an insight becomes a field once you accept it.
A supervisor who used to open the audio reads it instead: what the call was about, how it went, what was asked for, what it scored. One reading, one answer.
Nothing on an existing lead moves by itself. What the call gave up arrives as proposed edits, each with the value it would replace and the words it came from.
One to six sentences on the record covering why the call happened and what was agreed, so nobody reading the list has to open the audio to find out.
How the agent sounded, how the customer sounded, one word for the pair. Chosen words rather than a fixed list, so a call can close politely and grudgingly.
What the customer asked for and what your agent promised, kept as two lists, because they are two different obligations and only one of them is yours to keep.
A promise made out loud is worth nothing until it sits on a day. Callbacks and meetings come off the call with the time said, real the moment you accept.
A coaching note never quotes the customer back at a rep who did not say it. Four of six engines return the channel each side was on, one control swaps them.
A thread is read only when somebody on it is one of your leads. No match and nothing is sent anywhere, so mail that is not about a customer is left alone.
A draft or a rewrite that lands in the composer and stops there. The subject is a suggestion, every word editable, and nothing leaves until a person sends it.
The field group you would otherwise build one field at a time. Describe what you track or paste a spreadsheet's columns, then approve or refuse each field.
Type the list you want and it builds the filter and the sort. Then it says in one sentence what it understood: a filter nobody typed has to say what it did.
OpenAI, Azure, Anthropic, Gemini, Bedrock and ten more. When one starts timing out mid-afternoon the work moves down the chain rather than stopping on you.
The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Intelligence
See call scoring & qa on your own floor.
Thirty minutes, your numbers and your data. We will set call scoring & qa up live and you can decide from the thing itself rather than from this page.
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