How AI judges score each call

Every call is scored against your written rules, one rule at a time.

Scoring one rule

A judge reads the whole call against one written rule, then gives pass or fail with the moment it turned.

Rule: before booking, read the address back and wait for a yes.

AgentSo that’s 14 Mill Lane, AB12 3CD. Is that right?

CallerYes, that’s it.

Pass at 00:52

The address was read back in full and the caller confirmed it before the booking.

Written so a person could make the same call.

1
Rules in plain words
Start from ours, or write your own. Each rule says what counts as a pass.
2
The line behind it
Every pass or fail quotes the transcript and gives the time in the call.
3
You can overturn it
Disagree with a mark and overturn it, with a note saying why.

Judges can be wrong. We will publish how often they agree with people, and the method.

People mark a sample. Reviewers will mark the same calls without seeing the judge’s answer.
Agreement per rule. A rule the judge gets wrong too often will be flagged on your report.
The method first. We will publish the method, sample size and figures before quoting any number.