Call Scoring

Configure and manage scorecard templates used by Aila to evaluate calls against organizational standards and compliance rules.

Access: Organization Owners, Admins, and Managers.

How Call Scoring Works

Aila evaluates completed calls against active scorecard templates using AI models:

1. Ingest & Transcribe: Audio is converted to a speaker-attributed transcript.
2. Context & Rules: Aila loads the assigned scorecard template and evaluation prompts.
3. Criteria Evaluation: AI models evaluate each criterion, cite transcript evidence, and calculate the overall percentage score.
4. Coaching & Routing: Results appear on the call detail page and feed manager coaching queues.

Scorecard Template Configuration

1. Navigate to Settings > Call Scoring.
2. Click New Template.
3. Enter a descriptive Title (e.g., "Inbound Loan Intake", "Discovery Call Standard").
4. Set the Passing Threshold Percentage (e.g., 75%).
5. (Optional) Toggle Spoken Voicemail Scoring to score voicemail compliance.

Evaluation Criteria Types

Click Add Criterion to define specific standards for your template:

Defining Evaluation Prompts

For each criterion, provide:

• Title: Short name (e.g., "Confirmed Contact Information", "Discussed Timeline").
• Evaluation Prompt: Specific instructions describing what phrasing or actions satisfy the requirement in the transcript.

Scorecard Review and Overrides on Calls

Managers can review scorecard results and override AI evaluations directly on any call:

1. Open a call from the Calls list.
2. Select the Scorecard tab.
3. Inspect passed (green) and failed (red) criteria with timestamped transcript references.
4. Click Review Score to adjust criterion statuses and enter audit notes.
5. Click Save Changes to recalculate the score.

Related Documentation

• Call Routing: Automatically assign scorecard templates to specific call types.
• Coaching: Use scorecard results to deliver targeted coaching.
• Performance > Team Metrics: Track aggregate call scores across the organization.