Agent & Customer Scores

Not every call deserves the same level of attention.
Agent & Customer Scores help you quickly identify which calls matter most.

These scores are generated by AI based on how the conversation unfolded.

The Three Scores Explained

Agent Score

Reflects how effectively the agent handled the call, including:

• Call opening and closing
• Probing and understanding
• Resolution quality
• Communication clarity
• Process adherence

Customer Score

Represents customer sentiment and satisfaction signals detected during the call.

This score focuses on how the customer sounded, not just what was said.

Total Score

A combined indicator that summarizes overall call quality.

📌 Scores range from 0 to 100.

When These Scores Are Useful

Use scores to:

• Instantly spot poor-quality calls
• Prioritize QA reviews
• Identify coaching opportunities
• Track performance trends without listening to recordings

💡 Example:
If an agent claims the issue was resolved but the customer sounded frustrated, the Customer Score will reflect that mismatch.

Important to Remember

• Scores are directional, not absolute judgments
• Always validate critical cases using transcripts or recordings