Review Scored Calls

Once calls are importing and scoring, the Calls area gives you two views: a Dashboard for team and org performance, and Call History for individual scored calls.

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The Calls Dashboard

From Calls > Dashboard, click into any category to see how your team and org are doing on that conversation type over a time range. You’ll see overall scores (for example, trending around high silver, with the occasional bronze week) plus the data captured by each attribute, so you can spot patterns, for example which objections raised are most common on sales calls, or how many onboarding versus QBR calls you’re running. Filter the dashboard by groups, people, and relevant skills, and adjust the timeline to focus on a specific team or period.

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Call History and a scored call

Call History lists every scored call, with filters and a Download Report (you can customize the columns). The Call Analyst assistant lets you filter the table and search transcripts in plain English. Open any call to review it. A scored call has three tabs:

• Dashboard - a Call Summary of what happened and the purpose of the conversation, the participants, and the captured attributes, plus a scorecard summary
• Recording - the recording alongside the full transcript
• Scorecard - the same scorecard you built in the category settings, graded for this call. Each criterion shows its grade with reasons it scored well, and for anything less than Good, where it missed and how to improve

You can also chat with the AI agent about the call to talk through how it went and where to improve. Because call criteria can be tied to skills, this performance feeds the same skill analytics as roleplays, see Analyze Skill Performance.

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Getting Help

Need help? Contact us at [email protected] for guidance on reviewing call scores and reports.