Call scoring

Automated call scoring for contact center QA

KnownSense helps QA teams apply consistent scoring criteria to calls so supervisors can spend less time searching and more time coaching.

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Built for

Quality analysts and supervisors who need scorecard consistency across agents and teams.

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India-first buyer context

Where this fits in a real call operation

Automated scoring is valuable for teams that already have a quality checklist but cannot apply it consistently across daily call volume.

Common call examples

New-agent calls
Low-CSAT calls
Random QA samples
Campaign-specific review calls

Rollout checks

Separate critical compliance items from softer coaching items.
Calibrate scoring weekly during the first rollout.
Track reviewer overrides so the scorecard improves over time.

Search intent

What teams want when they search for automated call scoring

Reduce subjective scoring drift across reviewers.

Route low-scoring and high-risk calls for QA review.

Connect scores to agent, team, and manager views.

Keep scoring logic aligned with active business rules.

Capabilities

A QA workflow that produces evidence, not just analytics

Scorecard-based review

Evaluate calls against the QA criteria your team already uses.

Reviewer prioritization

Bring weak calls, unusual patterns, and flagged conversations to the top of the queue.

Performance visibility

Track scores by agent and call volume so coaching is grounded in recent evidence.

Workflow

From call recording to QA action

Define scoring criteria

Map scorecards to required behaviors, quality signals, and compliance expectations.

Evaluate each call

KnownSense produces consistent score outputs and call context for reviewers.

Close the loop

Use scored calls for feedback, training, and follow-up with agents.

Example evidence

A reviewable signal a manager can act on

KnownSense is designed to keep AI output reviewable: the manager sees the summary, score, transcript evidence, and the call record before taking action.

Signal to inspect

Two reviewers would normally disagree on empathy, but the scorecard separates observable behaviors such as greeting, discovery, ownership, and closure.