---
title: "Call scoring"
url: https://docs.aila.fyi/settings/call-scoring
source: https://docs.aila.fyi/llms.txt
---

# Call scoring

Call scoring decides how the [Call Compliance Agent](https://docs.aila.fyi/agents/compliance) 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](https://docs.aila.fyi/settings/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](https://docs.aila.fyi/coaching/team-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)**.

## Related

- [Call setup](https://docs.aila.fyi/settings/call-setup)
- [Coaching](https://docs.aila.fyi/coaching)
- [Performance](https://docs.aila.fyi/performance)