AI call evaluation

AI evaluation analyzes your sales calls against 10 criteria and gives you an overall score, a summary and practical tips to improve. Available on the Max plan only. On Connect and Advanced, the button is visible but shows "Upgrade required".

Requirements

A call can be evaluated if it meets these four conditions:

Evaluate a call

From the web app or the admin console:

1. Open the call.
2. Click Evaluate if the call already has a transcript, or Transcribe and evaluate if not.
3. Results appear in the Summary tab after a few moments.

Evaluations sync between the web app and the console. There is no usage limit.

Read the results

The Summary tab includes:

• an overall score from 0 to 5;
• a summary of what went well and what can be improved;
• a breakdown by criterion: rating (Excellent, Good, Fair, Needs improvement) and tips. Expand a criterion to see its weight, score, justification and the AI's confidence level.

Results can't be edited. The Action and Transcript tabs and the recording remain available alongside.

The 10 criteria

1. Greeting and rapport building
2. Needs discovery
3. Customer qualification
4. Value proposition
5. Impact highlighting (SPIN)
6. Objection handling
7. Negotiation techniques
8. Call control and flow
9. Closing and next steps
10. Communication skills

Adjust criteria weights

The Owner and Admins can give each criterion more or less importance:

1. Go to Conversation insights > Manage > Customize evaluation weights.
2. Set each criterion from 1 to 5 (5 by default).
3. Click Save.

New weights apply to subsequent evaluations.

Access by role

Good to know

• Evaluation results aren't sent to integrated CRMs: only the transcript summary and tasks are.

Related articles

• Record your calls
• Transcribe your calls
• Monitor live calls