Settings
Call Scoring

Call Scoring

Call Scoring lets you define quality standards for your team's calls. Aila evaluates every call against your scorecard criteria and produces a quality score automatically.

Overview

Scorecards are checklists of behaviors or criteria you want reps to demonstrate on calls. After each call is processed, Aila reviews the transcript and marks each item as passed, failed, or not applicable.

Scores feed into the Leaderboard, Team Metrics, and coaching workflows.

Scorecard Templates

Templates define the criteria Aila checks on every call.

Creating a Template

  1. Navigate to Settings > Call Scoring
  2. Click New Template
  3. Add a name (e.g., "Discovery Call Scorecard")
  4. Add criteria items:
    • Name — short label (e.g., "Asked for budget")
    • Description — what the rep should do or say
    • Weight — how much this item contributes to the score
  5. Click Save

Using AI to Build Scorecards

Click Build with AI to auto-generate criteria from a description of your sales process.

Scoring Weights

Each scorecard item has a weight that determines its contribution to the overall score. Higher-weight items have more impact on the final score.

Configure default weights in Settings > Call Scoring > Scoring Weights.

Performance Targets

Set targets for your team's quality scores:

  • Minimum score — threshold for acceptable call quality
  • Target score — goal for high performers

Targets appear in the Leaderboard and Team Metrics views.

Coaching Comment Types

Configure the types of comments managers can leave when reviewing calls:

  1. Navigate to Settings > Call Scoring
  2. Scroll to Coaching Comment Types
  3. Add, rename, or remove comment types

These appear as options when managers provide feedback in the Coaching section.

Call Processing Rules

Configure minimum call duration and other processing rules:

  • Minimum Duration — calls shorter than this won't be scored (to filter out short accidental recordings)

Applying Scorecards to Calls

Scorecards can be assigned:

  • Globally — default scorecard applied to all calls
  • Per call type — via Call Routing rules

Next Steps

Custom DatasetsCall Routing