AI Call Evaluation – Guide

What is AI Call Evaluation?

AI Call Evaluation is an advanced feature available exclusively on the Max plan.
It analyzes your calls across 10 predefined sales parameters and generates a detailed, objective evaluation, including:

• An overall score (0–5)
• A qualitative summary
• Parameter-level scores, guidance, and rationale
• Confidence level per parameter
• A quick view of strengths and improvement areas
   

Evaluations help teams improve sales performance, coaching, and consistency — fully automated and synced across all platforms.

Note: Users on Connect or Advanced plans can see the feature but cannot use it. They will only see an “Upgrade to Max” prompt.

Who Can Use AI Call Evaluation?

✔️ Available for

Max plan users only

❌ Not available for

• Connect plan users
• Advanced plan users
   

Users outside the Max plan will still see:

• Transcribe call (works normally if they have transcription access)
• Evaluate call buttons → Upgrade required
   

Requirements to Evaluate a Call

AI Call Evaluation works only if:

1️⃣ The call has a recording

→ You cannot evaluate calls that were not recorded.

2️⃣ The call has a transcript

• If no transcript exists yet, users can click Transcribe & evaluate.

3️⃣ The call contains at least 2,500 characters

≈ around 3 minutes of spoken content.

If the call is too short, users will see a message like:
“This call is too short to be evaluated.”

4️⃣ The call must be sales-related

If AI detects that the conversation is not a sales interaction, it will display a message:

“This transcript is not a sales call. No sales-related evaluation can be performed.”

How to Evaluate a Call

Users can evaluate calls from both:

• Onoff Business Console
• Web App

Evaluation actions sync automatically across all platforms.

Option 1: Transcribe & Evaluate (one click)

If the call has only a recording:

1. Open the call
2. Click Transcribe and evaluate
3. Transcription generates
4. Evaluation starts automatically afterward
    

You will see a loading indicator while AI processes the analysis.

Option 2: Evaluate a Call That Already Has a Transcript

If the transcript already exists:

1. Open the call
2. Click Evaluate
3. AI processes the evaluation
4. Results appear in the Summary tab

Understanding Your Evaluation Results

Once the evaluation is ready, users see three sections:
Summary, Action, and Transcript.

The Summary tab includes:

⭐ Overall Score

A 0–5 score summarizing performance across all categories.

📝 Narrative Summary

A qualitative paragraph describing what went well and what can be improved.

📊 Parameter Breakdown

There are 10 evaluation parameters:

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

Each includes:

• Score (Excellent, Good, Fair, Improve)
   
• Guidance tailored to the call
   
• Optional expanded view showing:
   
• Weight
   
• Score
   
• Rationale
   
• Confidence level
   

Editing or Viewing Insights

Although evaluation results can not be edited, users can:

• Expand any parameter
   
• Read rationale
   
• Check confidence level
   
• Review the call summary
   
• Replay the recording
   
• Navigate the transcript
   
• See synced results across all platforms
   

Customizing Weights (Admins Only)

Admins on the Max plan can adjust the importance of each parameter.

How to customize weights:

1. Go to Conversation Insights → Manage → Customize evaluation weights
    
2. Adjust each parameter from 1 to 5
    
3. Click Save
    

All new evaluations will use the updated weights.

Default weight for all parameters is 5.

Notes & Limitations

• Only Max users can evaluate calls.
   
• A minimum call length is required (~3 minutes of spoken content).
   
• Non-sales calls will not be evaluated.
   
• Evaluations sync instantly across Web App and Onoff Business Console.
   
• There are no usage limits on the Max plan.
   
• Evaluation results are not sent to integrated CRMs (only transcription summary & tasks are sent).