Call scoring
Rating a call against defined criteria, as pass/fail or on a numeric scale.
Call scoring is the practice of rating a call against defined criteria, such as whether the agent followed a script, resolved the issue, or gave a required disclosure. Scores can be pass/fail or on a numeric scale, and they roll up to show performance over time.
Modern call scoring is increasingly automated and rubric-driven: you define the goals, an AI evaluates each call against them, and the best implementations show the evidence behind each score so the result is auditable.
