Settings
Call scoring

Call scoring

Call scoring decides how the Call Compliance Agent grades calls. You build scorecards, set how scores roll up, and configure coaching.

Who can use it: Owners, Admins, and Managers.

Open Settings > Call scoring. It has five sections: Scorecards, Formula, Targets, Comments, and Coaching.

Scorecards

A scorecard is a set of questions Aila answers from the call transcript.

  1. Go to Settings > Call scoring > Scorecards.
  2. Click New scorecard, or Create with AI to build one from sample call data. A mortgage starter scorecard is available with Use starter scorecard.
  3. Enter a Template name and Description. Add Evaluation context to give Aila standards that apply to the whole scorecard. Keep Active on.
  4. Open the scorecard and click Add question.

Each question has:

  • Question description: a short name.
  • Scorecard question: what Aila checks, ideally with examples of passing phrasing.
  • Evaluation Context (Optional): standards for this question only.
  • Weight: higher weight has more impact on the score.
  • Can be N/A, with guidance for when Aila should mark it not applicable.
  • Scoring Type: Binary (Pass/Fail), or Rated (1-N Scale) with a rating scale of 3, 5, or 10 and a label for each score.

Drag questions to reorder them. You can copy a question to another scorecard.

Attach a scorecard to a call type in Call setup > Routing. Calls without a matching scorecard are not scored.

Formula

Formula sets how the overall call score is built. Set weights for Scorecard, Talk/listen, Questions asked, and Duration. The weights must total 100%. Set targets for talk/listen (%), questions asked, and duration (min).

Targets

Targets holds activity targets that are not part of the call score: Client questions target, Daily connected calls target, and Daily total calls target.

Comments

Comments sets the comment types managers use when giving feedback. The defaults are Praise, Coaching, Question, Warning, and General. Add or edit types with an ID and a label.

Coaching

Coaching turns on automated coaching questions. Aila checks calls against your coaching questions and sends suggestions to the AI suggestions tab in Coaching.

  1. Turn on Automated coaching questions.
  2. Under Coaching questions, switch questions on or off, edit them in Ask Aila, or delete them.
  3. Under Settings, tune:
    • Min call score threshold (%): only calls scoring below this are flagged. 100 flags all calls.
    • Min confidence to surface (0-1).
    • Max suggestions per call.
    • Auto-dismiss (days).

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