How to Configure Call Scoring Parameters

Module: Admin App

Call scoring in VoiceStack is an AI-driven quality assurance feature that automatically analyzes 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.

In this Article:

• Call Scoring Parameters
• Assigning Weightage to Call Scoring Parameters
• Adding Prompts for Call Scoring Parameters
• Best Practices

Call Scoring Parameters

1. Navigate to Configuration > General Settings > Call Scoring.

2. The Call Scoring screen opens with two separate tabs.

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

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 the 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 weightage from 1 to 5 to determine its impact on the overall score.

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

2. Assign a value ranging from 1 to 5.

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

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

4. Click Save Changes to finalize.

Adding Prompts for Call Scoring Parameters

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

1. Navigate to the desired call scoring parameter.

2. Beneath each parameter, you will see a list of existing prompts. Review the available prompts

3. Click +Add Prompt to add new prompts.

4. 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 / Contact

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