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
Need further help? Contact support@voicestack.com or call 407-833-6436.