Call Quality Scores

Every call receives an automated quality score that measures how well the technical components performed. This helps you identify and fix issues with call quality.

Overall Score

Each call gets a score from 0 to 100:

Score Range	Rating	What It Means
80–100	Excellent	Everything worked well
60–79	Good	Minor issues that didn’t significantly affect the call
40–59	Fair	Noticeable issues that may have affected the experience
0–39	Poor	Significant problems occurred during the call

Component Scores

The overall score is made up of four component scores, each rated 0–100:

Component	What It Measures
Speech Recognition (STT)	How accurately the AI understood what the caller said
Response Quality	How appropriate and helpful the AI’s responses were
Tool Execution	How well tools performed (appointment booking, SMS, etc.)
Voice Synthesis (TTS)	How natural and clear the AI’s voice sounded

Issue Detection

The quality system automatically flags problems:

Audio Issues

Background noise affecting speech recognition
Caller’s audio too quiet or distorted
Echo or feedback detected

Response Issues

AI response was too slow
Response didn’t match the caller’s question
AI repeated itself unnecessarily

Tool Failures

Failed to book an appointment
SMS failed to send
Calendar lookup timed out
CRM integration error

Long Silences

Unusual pauses during the conversation
Delays between the caller speaking and the AI responding

Problem Details

Each detected issue includes:

Severity — HIGH, MEDIUM, or LOW
Description — What happened
When — At what point in the call it occurred

Focus on HIGH severity issues first. These are problems that likely affected the caller’s experience.

Where to Find Quality Scores

Call list — A quality indicator appears on each call in the calls list
Call detail — Click on any call to see the full quality breakdown
Analytics — View average quality scores over time in your analytics dashboard

Using Quality Scores

Identify Recurring Issues

If you see patterns:

Low STT scores → Check if callers are calling from noisy environments, or if your agent’s language settings match your callers
Low Response scores → Review your agent’s instructions and FAQs — it may need more information
Low Tool scores → Check your integration connections and make sure they’re properly configured
Low TTS scores → Try a different voice or adjust speaking speed

Filter Problem Calls

Use the quality filters to find calls with specific issues:

Calls with audio issues
Calls with tool failures
Calls with response issues
Calls with long silences

This helps you quickly find and investigate problem calls instead of reviewing every call manually.