Introducing AI Call Scoring in AI Copilot!

A new AI Call Scoring feature has been added to the AI Copilot module. Admins and Owners can now create custom scorecard templates with up to 10 questions using answer types like Yes/No, 1-5 Star Rating, or Short Description. Each question can include optional context to guide the AI on what to evaluate in the call.

When reviewing a call on the My Calls or Team Calls page, users can open the AI Scorecard panel, select a template, and either fill the scorecard manually or let the AI analyze the call and auto-fill the answers. Once reviewed and submitted, a call score is generated and displayed in a graphical representation. This helps teams evaluate agent performance against their own quality standards without manually listening to every recording.