No two businesses define quality the same way. Build custom scorecards with the exact parameters, weights, and scoring types that match your QA framework.
Unlimited
Parameters
Binary + Scale
Scoring Types
Weighted
Categories
How configurable capabilities transform your call analytics
Create scorecards with unlimited parameters organized into categories. Set binary (yes/no) or graduated (0-10) scoring per parameter.
Assign weights to different criteria. Compliance worth 40%, empathy worth 30%, resolution worth 30% — you decide.
Different scorecards for different teams, clients, or call types. Set defaults per organization or assign per job.
Create categories (e.g., Compliance, Communication, Resolution). Add parameters with descriptions and scoring types.
Assign weights to each category and parameter. Define what matters most for your quality standards.
Every call is scored against your scorecard. AI provides per-parameter scores with rationale and examples.
Yes/no parameters for clear-cut criteria — did the agent verify identity? Did they state the disclosure?
0-10 scale for nuanced criteria — how empathetic was the agent? How thorough was the resolution?
Organize parameters into logical categories. Get scores at both parameter and category levels.
Define detailed rubrics so the AI knows exactly what a 7 vs a 9 looks like for each parameter.
Set a default scorecard per organization. Override per job or team when needed.
Track scorecard results over time. Identify which parameters agents struggle with most.
Start analyzing 100% of your calls with AI. No manual QA sampling, no inconsistent scoring, no missed insights.