Key concepts
A few core ideas will make the rest of the documentation much easier to follow.
Call Quality Score
The 1–5 rating of a call, computed from the six sales stages. Green (4.5+) is good, red (below 2.5) is poor.
Playbook
Your configuration of scoring rules — the rubrics, violations, and mandatory items the AI scores calls against. You tune it in Company Settings.
Stage
One of the six phases of a call: Greeting, Needs Discovery, Pain Identification, Presentation, Objections Handling, and Closing Deal.
Violation
A rule the agent broke — either compliance (mandatory) or technique (coaching opportunity). A hard fail is a violation severe enough to fail the call.
Disposition
The outcome of a call — sale closed, appointment, callback, rejection, drop, or support.
Lead rank
How hot the lead is — 🔥 Hot, 🌡 Warm, ❄️ Cold, or ✗ Unqualified.
Brief call
A call too short to analyze fully (wrong number, hang-up, etc.) — it gets a focused analysis instead of a stage score.
Want the full list of terms? See the Glossary.