AI Call Scoring

The platform supports fully customizable QA scorecards, rubrics, metrics, and weights. Teams can establish specific evaluation criteria, set automatic rubric selection or exemptions, configure red flags, and define metric instructions that match their unique operational and compliance requirements.

Yes. Authorized reviewers can mark interactions as reviewed and adjust individual metric scores as part of their standard workflow. Reviewers can examine metric-level explanations alongside call transcripts and recording playback to verify findings and maintain consistent scoring accuracy across the organization.

In addition to voice calls, the platform supports multi-channel evaluation across SMS, emails, documents, and chat transcripts. This provides contact centers with unified visibility into agent performance and customer conversation quality across multiple communication touchpoints.

The system features red-flag detection designed to surface urgent compliance and quality concerns. These include customer escalation risks, improper agent advice, privacy violations, and hostile behavior, enabling supervisors to receive alerts and intervene promptly.

Pricing is structured per agent whose work is scored each month. Manager and reviewer access is provided at no extra cost, meaning managers and quality assurance reviewers do not require paid seats unless their own customer interactions are also being evaluated.

The system identifies recurring quality gaps and delivers targeted coaching recommendations based on agent performance patterns. On supported plans, it also includes agent training programs, knowledge checks, quizzes, and AI mock-caller roleplay practice for handling difficult customer conversations.