Analyze, Rate, and Improve Every Conversation with Call Scoring
Get instant AI-powered scores on every call. Quickly evaluate agent performance across skills, playbook alignment, and compliance—or any criteria you choose.
- Save hours on manual reviews.
- your team’s strengths and gaps.
- Turn feedback into better coaching.
Step inside CloudTalk’s
AI Call Scoring
We’ve helped thousands of global companies
Case studies featuring customers who are building faster.
Global Sales Engine Powered by Connected Conversations
“CloudTalk’s AI transcripts and analytics make it easier to track talk ratios, discovery depth, and regional performance—all without requiring formal training to get started.”
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Revolutionizing Revolut’s Efficiency and Saving 40+ Hours
“Thanks to CloudTalk’s reliability, we could improve sales teams’ performance and close more deals than we could have ever imagined.”
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Increasing productivity for 200 customer support agents
“With CloudTalk’s Analytics I now get to see every step of the way. We can find discrepancies and gain a much better understanding of our teams.”
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Delivering success for Glovo’s customer support team
“CloudTalk improved our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way.”
Read case studyTurn Scores into Satisfaction
Great calls don’t happen by chance—they’re coached. By giving managers the right insights, AI Call Scoring helps agents improve faster and bring their A-game to every conversation.
And guess what? When performance improves, customers notice. Clearer communication, faster resolutions, and genuine empathy turn routine interactions into lasting impressions—and better experiences.
Let the Talk Lead Your Strategy
AI call scoring goes beyond individual performance. It captures what’s happening on the battlefield across different teams.
Those real-world insights can drive data-backed decisions that impact the entire company. From refining playbooks to improving processes, call scoring helps you turn daily conversations into a roadmap for long-term business growth.
How to Set Up Call Scoring in CloudTalk
- First, make sure the AI Conversation Intelligence package is active on your CloudTalk plan.
- Go to Account Settings → AI Conversation Intelligence (top menu).
- Scroll to the Call Scoring card and click Edit scoring template.
- Edit categories and add/remove/edit questions to match your QA style
- Click Save. Now, the scorecards will be aligned with what/how you want them scored.
Features
Other features you might like
Call Summary & Tags
Eliminate repetition and boost efficiency with AI-powered post-call Summaries & Tags.
Sentiment Analysis
Get immediate feedback on your caller’s mood by following their sentiment shifts.
Call Transcription
Analyze and understand your calls by automatically transcribing them with AI.
Talk/Listen Ratio
Track the Talk/Listen Ratio to provide data-backed feedback and enhance CX.
Ready to get started?
Join over 4,000+ modern companies that already trust CloudTalk to have MORE and BETTER calls.
Frequently asked questions
It measures how much effort an agent puts into resolving a customer’s issue, considering communication clarity, persistence, and effectiveness during the call.
You can define your scorecard to match your own criteria and success metrics. Usually, it assesses sentiment, script adherence, response accuracy, and resolution success to evaluate overall call quality and agent performance.
Key KPIs you should track include Customer Satisfaction (CSAT), First-Call Resolution (FCR), Average Handling Time (AHT), and compliance or playbook adherence.
It’s a composite rating that reflects how well an agent follows processes, communicates with customers, and resolves issues according to company standards.
Use AI call scoring insights to coach agents, refine scripts, track key KPIs, and reward consistent improvement through targeted feedback and regular training.
It’s a service level target where 80% of incoming calls are answered within 20 seconds—used as a call center best practice and to improve overall call handling efficiency.
Because each call or interaction is “scored” based on specific criteria, turning subjective evaluations into measurable, standardized performance metrics
CloudTalk is the best call scoring software because it combines accuracy, automation, and ease of use. It checks these boxes while offering customizable scoring templates for any team.
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