Call quality evaluation: clear scorecards that show where agents need coaching
Quality that is not measured does not improve. A scorecard turns a supervisor’s impression into specific criteria: did the agent greet the customer, understand the request, close the call properly? — each with its points.
Scorecards you design
Criteria and points that fit your business, with separate scorecards for different departments.
Score from the call log
Open the call, play the recording and fill in the scorecard on the same screen.
An AI draft
The AI fills in the scorecard as a draft; the supervisor reviews, adjusts and approves.
Coaching reports
Each agent’s average score and the criteria where they repeatedly fall short.
Its own permission
Decide who evaluates and who sees the results.
How to get started
Create the scorecard
Add the criteria and the points for each.
Evaluate calls
By hand from the call log, or by reviewing the drafts the AI filled in.
Follow the results
See where each agent needs coaching.
Frequently asked questions
How many calls should I evaluate?
A common rule of thumb is a fixed weekly sample per agent, such as three to five calls, rather than trying to score everything.
Does the AI approve evaluations on its own?
No. What it fills in stays a draft until a supervisor reviews and approves it.
Related features
AI call analysis
Summary, customer mood, topics and automatic tags — without playing every recording.
Learn moreCall recording
Automatic recording, fast search, and permissions that decide who listens.
Learn moreReports & analytics
Service level, abandoned calls and every agent and queue — with Excel export.
Learn moreReady to run your call center on the lines you already have?
Tell us how many agents you have and what kind of lines you use, and we will show you the system working for your case, step by step.