Conversation Intelligence
Reading a scored call
What the scores mean, and how to check the evidence behind each one.
On this page
Open a call to see its score, the skills behind it and the transcript.
What the scores mean
Skills are scored from 1 to 5. Every score comes with a word, so you never have to remember the numbers.
| Score | Word |
|---|---|
| 4.0 and up | Well done |
| 3.5 to 3.9 | On track |
| 2.0 to 3.4 | Coaching opportunity |
| Under 2.0 | Growth area |
Some criteria are simple checks instead. They show Pass or Missed and don’t count toward the score.
What you see on a call
- Call score: the overall result for the call.
- Skills: the score for each skill, with the AI’s reason in plain words.
- Show evidence: the quotes from the call that led to the score.
- Transcript: the full conversation. Choose a quote to jump to that moment.
You can also see how the customer sounded and how much the agent talked. Talk figures are not part of the score.