Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Automatic scoring of the categories a machine can judge. Frees reviewer attention for the ones it cannot.
What it scores
- Whether a greeting and closing were used.
- Spelling and grammar.
- Tone indicators such as empathy or apology.
- Whether the customer's issue appears to have been acknowledged.
Observable surface features, across every conversation rather than a sample.
What it cannot score
Whether the answer was correct. Whether the right process was followed. Whether an exception was justified.
Those need somebody who knows the subject, and they are the categories that matter most.
The right division
Let it handle the mechanical categories on everything, and have reviewers spend their time on correctness and judgement in a sample.
That combination gives you broad coverage of the basics and deep coverage of what matters.
Full coverage changes what you can see
Manual reviewing samples a few conversations per agent. Automatic scoring runs on all of them, so a pattern affecting one channel or one time of day becomes visible.
Do not put it in front of agents alone
An automatic score with no human comment is a machine telling somebody they did badly. It is the version of feedback nobody learns from, and it damages the programme's credibility.
Check it against your own judgement
Read twenty conversations it scored and see whether you agree. Where you do not, the category needs adjusting or removing.
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