AI call scoring
AI call scoring evaluates recorded calls against a scorecard — a list of criteria such as a correct greeting or a clear next step — and gives each call a score with reasons and coaching suggestions.
How call scoring works
A manager writes a scorecard: the items a good call should include. For a support team that might be "confirmed the customer's identity", "explained the solution clearly" and "agreed the next step". The AI reads each call's transcript, checks it against each item and returns an overall score, a result per item and an explanation.
Traditionally, managers scored a small sample of calls by hand. AI scoring can cover every recorded call, so reviews are more consistent and managers can focus coaching on the calls that need it.
AI call scoring in phone.systems™
In phone.systems™ scorecards are created under Settings > AI Call Scoring. For each evaluated call you see the overall score, item-level results, the AI's reasoning and coaching suggestions. A dashboard shows the average AI score and the number of calls evaluated over a period of up to three months. Scoring uses the transcripts produced by AI call insights. See AI call insights.