Call Scoring Analytics
Automate with AI3 min readUpdated 2026-03-12
Call Scoring Analytics
Call scoring uses AI to automatically evaluate every call your team handles. Instead of manually reviewing a small sample, you get quality insights across 100% of conversations.
Requirements
Call scoring requires the JustCall AI add-on. Contact your account manager or upgrade from Settings > Billing > Add-ons to enable it. Call recording must also be turned on for the numbers you want scored.
What Gets Scored
Every recorded call is analyzed after it ends. Results typically appear within 2-5 minutes of call completion.
| Score Component | What It Measures |
|---|---|
| Overall Quality Score | A 0-100 score based on a weighted combination of all components below. |
| Sentiment Analysis | Classifies the customer's tone as Positive, Neutral, or Negative, tracked over the course of the call. |
| Talk-to-Listen Ratio | Percentage of the call the agent spent talking vs. listening. A balanced ratio (around 40-60% agent talk) often correlates with better outcomes. |
| Key Topics | AI-detected subjects discussed during the call, such as pricing, cancellation, onboarding, or support issue. |
| Compliance Checklist | Whether the agent hit required phrases like greeting, identity verification, and closing statement. |
Viewing Call Scores
- Go to Analytics > Call Scoring.
- The dashboard shows average scores across your team for the selected date range.
- Click any individual call to open the detailed scorecard, which includes a timeline showing sentiment shifts and topic markers.
Filtering and Sorting
- By score range — Find calls scoring below 60 to prioritize coaching reviews.
- By sentiment — Filter to see only calls with Negative customer sentiment.
- By agent — View one agent's score history to track improvement over time.
- By topic — Isolate calls where a specific keyword or topic was detected.
Using Scores for Coaching
- Pull a weekly report of calls scoring below your team benchmark (e.g., below 70).
- Listen to the recordings or read the AI-generated summaries.
- Identify patterns — for example, an agent consistently scoring low on talk-to-listen ratio may need training on active listening.
- Share the scorecard with the agent during a one-on-one review. The visual timeline makes it easy to point to specific moments in the call.
Customizing the Scoring Model
Admins can adjust scoring weights to match your team's priorities:
- Go to Settings > AI > Call Scoring.
- Adjust the weight for each component (sentiment, talk ratio, compliance, topics).
- Add or edit compliance checklist items to reflect your scripts.
- Click Save. New weights apply to all calls going forward.
Exporting Score Data
Click Export on the Call Scoring dashboard to download a CSV with one row per call, including the overall score, each component score, detected topics, and sentiment classification.
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