What is Autoscoring?
Autoscoring is a feature of the Intelligence Engine that grades contact centre conversations on its own, where instead of listening to calls or reading chats by hand, the system assigns a score based on predefined criteria, evaluating what it was said and how the exchange developed across a large volume of interactions without requiring manual human review.
How Autoscoring Works for Call Center Quality Assurance
Setup starts with evaluation forms, where administrators group their criteria into thematic areas. Behind each criterion sits an Intent, a yes or no check based on what the conversation contains, recognised either through a predefined keyword grammar or through AI provider analysis. Every Intent carries a positive or negative weight, and once a transcript is processed the engine combines the triggered Intents into a single score.
From there, you decide what earns points. Standards such as script compliance, politeness, customer handling or specific phrases can all be set as parameters, and the engine detects them as the conversation unfolds. When an interaction contains what you asked for, the score is applied automatically. Call center quality assurance stops being a manual task and becomes a repeatable, automated routine.
Call Center Quality Monitoring and Results
Once active, Autoscoring runs across every interaction and returns results immediately. Aggregated figures and trends sit in the Autoscoring Analytics dashboards, while the detail behind any single score opens inside the interaction record. The result is continuous call center quality monitoring, without the manual workload it used to require.
The same scores cover both agent performance and customer surveys. Measured against identical criteria, interactions and survey responses stay free from evaluator bias, and the figures feed directly into coaching, reporting and process improvement.
Key Benefits
Autoscoring turns call center quality management into an automated process. It grades agent performance on its own, reads the customer experience from what was actually said, and tracks script compliance across every interaction. It keeps quality reviews and customer surveys free from evaluator bias and flags the interactions worth a manual review through pass or fail thresholds. The result is faster evaluation, consistent scoring and a quality picture that stays current.
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