Understanding the score
Every analyzed call gets a score from 1 to 5. This page explains what it means and how to read it.
The score gauge
- Outer ring (colored) — the Call Quality Score (1–5).
- Inner ring (red) — the Violation Rate (percentage of rules broken).
Score bands
| Band | Label | What it means |
|---|---|---|
| 4.5 – 5.0 | 🟢 Excellent | A model call — follow it as a best-practice example. |
| 3.5 – 4.4 | 🟡 Good | Solid, with a few minor misses. |
| 2.5 – 3.4 | 🟠 Needs work | Important steps were missed — coaching needed. |
| 1.0 – 2.4 | 🔴 Poor | Critical failures — review immediately. |
How the score is computed
The score is built from the six stages (Greeting → Closing Deal), each scored 1–5, combined into one overall score. See the Performance & Compliance tab for the exact deductions.
tip
The violation rate (red ring) is an independent metric — it doesn't change the 1–5 score, but it tells you how many rules were broken.