AI Call Scoring
AI Call Scoring
Manual call reviews cover a fraction of conversations. JustCall AI scores every call against the criteria you define, giving managers a complete picture of agent performance without listening to recordings one by one.
How Call Scoring Works
- A call is completed and transcribed.
- AI evaluates the transcript against your configured scoring criteria.
- Each criterion receives a score, and the call gets an overall score.
- Scores are attached to the call record and aggregated in the analytics dashboard.
Setting Up Scoring Criteria
- Go to Settings → AI Features → Call Scoring.
- Click + Add Criterion.
- Define the criterion:
| Criterion | What AI Evaluates |
|---|---|
| Greeting | Did the agent introduce themselves and the company? |
| Discovery | Did the agent ask qualifying questions? |
| Objection Handling | Did the agent address concerns raised by the customer? |
| Product Knowledge | Did the agent provide accurate information? |
| Compliance | Did the agent include required disclosures or disclaimers? |
| Closing | Did the agent set a clear next step or call to action? |
- Set the weight for each criterion (how much it contributes to the overall score).
- Save and apply. Scoring starts on new calls immediately.
You can create multiple scoring profiles for different teams. A sales team scorecard might emphasize discovery and closing, while a support team scorecard focuses on resolution and empathy.
Understanding Scores
Each criterion is scored from 0 to 100. The overall call score is the weighted average of all criteria.
Score ranges and what they mean:
- 80-100: Strong performance. The agent met or exceeded expectations.
- 60-79: Adequate. The agent covered most criteria but missed some.
- Below 60: Needs improvement. The agent missed key criteria.
Viewing Scores
Individual Calls
Open any call in the call log and select the Score tab. You see the overall score and a breakdown by criterion, with AI-generated notes explaining why each score was given.
Agent Trends
Go to Analytics → AI Insights → Call Scoring. Filter by agent to see their average score over time, trending criteria, and comparisons against team averages.
Coaching Alerts
Set up automatic alerts when an agent's score drops below a threshold:
- Go to Settings → AI Features → Call Scoring → Alerts.
- Set the threshold (for example, overall score below 60).
- Choose the notification method: email, in-app, or Slack.
Managers receive a heads-up the moment an agent needs attention, without manually reviewing dashboards.
Customizing Evaluation Rules
For each criterion, you can provide AI with specific guidance:
- Required phrases: Words or phrases the agent must say (for example, "This call is being recorded").
- Negative indicators: Phrases that should lower the score (for example, making promises the company cannot keep).
- Minimum engagement: The agent must spend at least a set percentage of the call on a criterion (for example, at least 20% of the call on discovery questions).
Best Practices
- Start with three to four criteria and expand once your team is comfortable with the scores.
- Review AI scoring explanations for the first few weeks to calibrate your criteria.
- Use scoring trends for coaching conversations rather than punitive measures.
- Compare scores across agents to identify who excels at specific criteria and can mentor others.
Plan Availability
Call Scoring is available on the Business plan and above, or as part of the AI add-on.
AI call scoring gives every call a performance review. Managers get data-driven coaching insights, and agents get consistent feedback they can act on.