Call quality
See every AI agent call scored after it ends, find weak calls, and coach the agent.
Where to find it
AI agents › Call quality
Open this screen
Steps
- Open AI agents › Call quality.
- Read the tiles: Calls, Average score, Resolved and Scored.
- Narrow the list with the filters: agent, line, outcome, dates, score and Show test calls.
- Press Details on a call to see each criterion’s score, reason and quotes.
- Choose one agent to see its trend; managers can then press Auto-improve.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| AI agent | All agents or one agent. One agent also shows its trend panel. | All agents |
| Phone line | All lines or one line. | All lines |
| Outcome | Resolved, Handed to a person, Callback booked, Hung up or No answer. | All outcomes |
| From / To | Only calls between these dates. | — |
| Score | 80, 60 or 40 or more. | Any score |
| Show test calls | Includes test calls in the list and the figures. | Off |
| Details | The call’s score per criterion, with the reason and quotes. | — |
| Auto-improve | Coaches the chosen agent from its low criteria (managers). | — |
Troubleshooting
“No AI agent calls here yet. Each call is scored a moment after it ends.”
Make a call with an agent (a test call works too, with Show test calls ticked), then come back.
Tips
- Criteria: Answered from your sources, Matches your sources, Short, spoken replies, Stayed in the caller’s language, Handed over when needed, How the call ended, Reply speed.
- Scores of 80 or more show green, 60 to 79 amber, below 60 red.
Good to know
- Test calls are marked and left out of the figures unless you show them.
Related how-tos
- Find a weak call and see why it scored low Filter the scored calls and read why a call got its score.
- Coach an agent with Auto-improve Add style guidance to an agent from the criteria it scores low on, and undo it if you do not like it.
- What it learned See every change an AI agent made to itself from its calls and from saved answers, and revert any of them.
- Review & coaching Score calls against a scorecard, book coaching sessions, read what customers said and see each agent’s results.