# AI Call Scoring

**AI Call Scoring** provides an automated way to review the quality of
recorded calls. Each matching call is evaluated against the criteria in a
configured scorecard, producing an overall score, item-level results,
AI-generated reasoning, and coaching suggestions.

Use the dashboard to monitor scoring results over time, identify scorecard
items that may require attention, and review the evaluation of individual
calls. Results can help reveal recurring strengths and areas for improvement
without requiring every recording to be reviewed manually.

Scorecards define which call directions are evaluated, the criteria used for
scoring, the maximum points available, and an optional target score. Create
and manage them under [AI > Call Scoring](../ai/ai-call-scoring.html#ps3-ai-call-scoring-settings).

Important

The date and time shown in **AI Call Scoring** follow the time zone used by
the interface on the device in use.

## Filters

Use the filters at the top of the page to select the results shown in the
dashboard.

| **Filter** | **Description** |
| --- | --- |
| **Scorecard** | Select the scorecard whose results you want to review. The selection shows the scorecard's call direction and status. Results for one scorecard are displayed at a time. |
| **Time range** | Select the date range for the evaluations included in the dashboard. The maximum range is the last three months. |

Click the refresh icon to retrieve the latest results while keeping the
selected filters. If no evaluated calls match the selected filters, the
dashboard shows zero values and empty tables.

Click the settings icon next to the selected scorecard to open it under
**AI > Call Scoring**.

[![Scorecard and time range filters with scorecard status and settings shortcut](../../_images/filters.webp)](../../_images/filters.webp)


**Fig. 1.** AI Call Scoring filters

## Dashboard summary

The summary cards show the combined results for the selected scorecard and
date range.

| **Metric** | **Description** |
| --- | --- |
| **Average AI score** | The average total score awarded to evaluated calls. |
| **Calls evaluated** | The number of calls evaluated with the selected scorecard. |

Scores are displayed as points. To express a result as a percentage, divide
the awarded score by the total maximum score and multiply by 100. See
[Suggested score and target ranges](../ai/ai-call-scoring.html#ps3-ai-call-scoring-target-ranges) for general guidance on interpreting the
result.

[![Average AI score and number of evaluated calls](../../_images/dashboard-summary.webp)](../../_images/dashboard-summary.webp)


**Fig. 2.** Dashboard summary

## Scorecard breakdown

The **Scorecard breakdown** summarizes performance for each item in the
selected scorecard.

| **Column** | **Description** |
| --- | --- |
| **Item** | The scorecard item evaluated for each matching call. |
| **Average score** | The average number of points awarded for the item across the evaluated calls. |
| **Max points** | The maximum number of points available for the item. |

Compare **Average score** with **Max points** to identify criteria that perform
well and criteria that may require further review or coaching.

[![Scorecard breakdown with average score and maximum points for each item](../../_images/scorecard-breakdown.webp)](../../_images/scorecard-breakdown.webp)


**Fig. 3.** Scorecard breakdown

## Evaluated calls

The **Evaluated calls** table lists the calls scored with the selected
scorecard during the selected date range.

| **Column** | **Description** |
| --- | --- |
| **Time start** | The date and time when the call started. |
| **User** | The phone.systems(TM) user associated with the call. |
| **Customer number** | The customer's phone number. |
| **Score** | The awarded score followed by the scorecard's total maximum score. |

[![Evaluated calls table with users, customer numbers, and scorecard results](../../_images/evaluated-calls.webp)](../../_images/evaluated-calls.webp)


**Fig. 4.** Evaluated calls

Select a call to open its evaluation. The evaluation shows the total score and
the following details for each scorecard item:

- Awarded points and maximum points.
- AI-generated reasoning for the awarded score.
- Coaching notes with suggestions for improvement.

[![Evaluated call details with item scores, AI reasoning, and coaching notes](../../_images/evaluated-call-details.webp)](../../_images/evaluated-call-details.webp)


**Fig. 5.** Evaluated call details

## Why a call may not appear

A call is not evaluated when:

- The required recording or transcript is unavailable.
- No active scorecard matches the call direction.
- A matching scorecard was inactive when the call was processed.
- The call is internal. Scorecards can evaluate inbound calls, outbound calls,
  both, or incoming calls handled by an AI agent.
- The call was handled by an AI agent in a call flow without call recording
  enabled.

An evaluated call is not displayed when it falls outside the selected date
range or was evaluated with a different scorecard.

A call can be evaluated by more than one matching active scorecard. Select
each scorecard separately to review its stored results. Changes to a scorecard
do not recalculate previously stored scores or AI reasoning.

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