Grade every call. Judge the whole cohort.
Custom scorecards score each conversation against your playbook. Cohort AI QA packs surface hallucinations, resolution, sentiment, and trends.
Call scorecard
Maple Dental · Reception
Sarah M.
+49 170 ··· 42
Scored against this assistant’s custom criteria — not a generic industry template.
Person score
0/100
Passed · ≥70
- Used clinic greeting0
Said “Maple Dental, how can I help?”
- Asked recording consent0
- Offered two appointment slots0
- No invented pricing0
Score every call — then judge the cohort
Scorecards grade each conversation against your rubric. Cohort AI QA packs show how quality moves across a date range.
Per-call AI scorecards
Define your rubric once — greeting, consent, booking steps, prohibited claims — and every call is scored automatically.
Custom evaluation criteria
Boolean and scored checks that match your playbook, not a generic industry template.
Language & hallucination packs
Cohort runs flag invented facts, weak knowledge-base recall, and language quality across hundreds of calls.
Resolution & sentiment
See whether calls actually resolved, how callers felt, and which questions keep coming up.
Performance trends
Compare score and resolution before and after a prompt or model change — with a clear trend line.
Catch regressions early
Run Full QA after a deploy so a bad prompt does not scale across your entire outbound list.
Your rubric on every call — pass, fail, and why
Turn playbooks into checks the AI grades after hangup. Required criteria fail the scorecard; optional ones guide coaching.
- Custom criteria per assistant
- Pass / fail with per-check scores
- Surfaces in call history and webhooks
Assistant scorecard
Rubric runs on every completed call
- Used approved greetingRequired
- Asked recording consentRequired
- Offered at least two slotsRequired
- Did not invent pricingRequired
- Confirmed next step
Run a pack across hundreds of calls in one job
Pick Full QA, Language & Hallucinations, Resolution & Sentiment, or Performance Trends. Choose a date range, spend credits on the analysis, and open the Call QA Overview.
- Transcript-based analysis (no audio WER in v1)
- Trends, top questions, and resolution rates
- REST API and MCP for runs and packs
Cohort AI QA
PacksFull QA
Score, resolution, hallucinations, sentiment, trends, top questions.
86
Avg score
81%
Resolved
312
Calls
Grade the conversation. Then judge the fleet.
Scorecards catch the single bad call. Cohort QA shows whether yesterday’s prompt change helped — or hurt — across hundreds of transcripts.
Built on the same transcripts as Analytics — with packs, credits, and dashboards dedicated to quality assurance.
Common questions about Quality & QA
Scorecards grade each call against criteria you define. Cohort AI QA runs a pack across many calls in a date range and opens a dashboard.
Score the next hundred calls automatically
Turn on scorecards and cohort QA so quality does not wait for a manual review.