Automatic call reviews

Every call is reviewed automatically after it ends, like a team lead listening back.

• A score out of 100, how the caller seemed (positive, neutral or negative), and up to five specific things to fix.
• Calls scoring under 60 are flagged for review on their own, so problems surface without listening to everything.
• Scores show on each call, in the Calls list, and as each agent's average Quality on the Overview.
• Test calls are reviewed too, so you can check a change before it goes live.