Call Compliance Agent

You don't have time to listen to every call. Your Call Compliance Agent does.

The Call Compliance Agent scores every call against your scorecards, flags compliance problems, and tracks rep performance. Leaders see only the calls that need attention.

Plan: Basic and Enterprise. It's included with the Intake Agent, not an add-on.

What it does

• Scores every call against your scorecards. Each question is scored pass/fail or on a rating scale, with the transcript text it matched.
• Flags non-compliance:
  • DNC: built in. Aila flags calls where the caller asks to stop being called.
  • Missed disclosures, recording notice, credit consent, and rate quoting: set up as questions in your scorecard, with the point in the call where each happened.
• Tracks performance: dials, time on the phone, and emotion and tone, including the emotional arc of each speaker across the call.
• Writes coaching notes: what went well and what to do differently next time.
• Surfaces what matters: leaders see the calls that need attention, not every call.

How it starts

A call ending starts it. Aila scores the call against the scorecard attached to its call type. Calls with no matching scorecard are not scored.

Approvals

None. Scoring only reads the call. Managers review scores and give feedback in Coaching.

Set it up

1. Connect a capture method. See Capture Calls.
2. Create a scorecard in Settings > Call scoring. Click New scorecard (or Create with AI), then add a question for each disclosure you require and for rate quoting.
3. Attach scorecards to call types in Settings > Call setup > Routing so each call type is scored against the right scorecard.
4. Invite managers in Settings > Team. They see team scores in Team Coaching.

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