Greeting
The Greeting stage scores how the agent opened the call — the first impression that sets the tone for the rest of the conversation.
Scoring rubric
Five levels define how this stage is scored. Describe what the agent does at each level — the AI injects this rubric directly into its evaluation.
| Level | What it looks like |
|---|---|
| 1 · Bad opening | No greeting or product introduction; the client is left confused about who is calling and why. |
| 2 · Poor rapport | A weak or rushed greeting; no effort to build rapport. |
| 3 · Satisfactory intro | A basic greeting with the company and product named. |
| 4 · Good control | A warm greeting that names the company and product and sets the agenda. |
| 5 · Excellent engagement | A personalized, compelling opening that hooks the client immediately. |
Stage context
Relevant context — extra instructions for this stage that are unique to your company: required phrases, tone, or cultural norms.
- Example: "Always greet with the company name and the agent's first name. Ask how the client is doing before pitching."
- Best practice: put company-specific rules here that don't fit the 1–5 rubric, such as a required opening phrase or a legal greeting.
tip
Keep the 1–5 levels about observable behavior, not vague adjectives. "Named the company and product" is scorable; "was professional" is not.