How to Configure Call Scoring Parameters

Module: Admin App

Call scoring in VoiceStack is an AI-driven quality assurance feature that automatically analyses and grades patient interactions. This article explains how to configure call scoring criteria to evaluate agent performance. It applies to both inbound and outbound calls. Each agent is assessed across seven fixed call scoring parameters, each with a customisable weight from 1 to 5 to reflect its importance.

In this Article:

• How to Access Call Scoring
• Call Scoring Parameters
• Assigning Weightage to Call Scoring Parameters
• Configuring Scoring Criteria for Call Scoring Parameters
• Best Practices

How to Access Call Scoring

1. From the side panel in the admin app, select Configuration.

2. Under General Settings, select Call Scoring.

3. The Call Scoring screen opens with two separate sections.

• Inbound: For calls received by agents.
• Outbound: For calls made by agents.

4. Select the appropriate section to add or edit prompts for that call type.

Call Scoring Parameters

These are the fixed parameters used to evaluate agent performance during inbound and outbound calls.

Parameter	Description	Call Type
Introduction	Evaluate how clearly and warmly the agent greets the caller.	Inbound & Outbound
Energy Level	Assess the agent’s enthusiasm and positivity.	Inbound & Outbound
Patient Concern Handling	Evaluate how effectively the agent listens and addresses patient concerns.	Inbound & Outbound
Patient Education	Assess how well the agent conveys information to help the patient understand their care.	Inbound & Outbound
Confidence & Professionalism	Evaluate agent confidence and ability to maintain control during the call.	Inbound & Outbound
Urgency Identification & Action	Assess agent recognition and response to urgent needs.	Inbound
Booking Effort	Assess agent skill in guiding patient to schedule an appointment.	Outbound
Call Closing	Evaluate how smoothly the agent concludes the call and confirms next steps.	Inbound & Outbound

Assigning Weightage to Call Scoring Parameters

Each of the eight call scoring parameters can be assigned a weight from 1 to 5 to determine its impact on the overall score.

1. Locate Weight Field

• For each parameter, find the Weightage field as shown below.

2. Assign a Value

Assign a value ranging from 1 to 5.

• 1 = Low impact
• 3 = Medium impact
• 5 = High impact

3. Review Distribution

• Assign higher weights to critical behaviors (for example, Booking Effort and Patient Concern Handling) and lower weights to routine checks (such as Introduction).

4. Save Changes

• Click Save Changes to finalise.

Configuring Scoring Criteria for Call Scoring Parameters

Scoring Criteria are predefined prompts that guide call evaluation, ensuring consistent and standardised agent assessment.

1. Adding Prompts to a Call Scoring Parameter

• Navigate to the desired call scoring parameter.
• Beneath each parameter, you will see a list of existing prompts.
• Review the available prompts
• Click +Add Prompt to add new prompts.

2. Save Changes 

• Repeat for each parameter as needed, then click Save Changes to apply.

Note: Only users with Super Admin roles can create or edit prompts. Other users have view-only access.

Best Practices

Prompt Guidelines

• Provide clear, specific instructions for each parameter.
• Include 3–6 measurable criteria per parameter.
• Keep each scoring criterion between 20 and 180 characters and avoid special characters.
• Write prompts as step-by-step instructions for evaluating calls.

Support

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