Call scoring automatically rates every call from 0 to 100 based on configurable rules. Scores help you identify high-quality leads, filter out low-quality calls, and prove call quality to stakeholders.
How scoring works
- Every call starts with a baseline score of 50.
- SureConnect evaluates your scoring rules against the call data.
- Each matching rule adds or subtracts from the score (e.g., +20 for calls over 60 seconds, -15 for calls from blocked categories).
- The final score is clamped between 0 and 100.
- The score is stored on the call record for reporting and filtering.
When scoring happens
Scoring runs at two points in the call lifecycle:
- Pre-routing — Before the call is connected to an agent. At this point, only the caller's state, category, and basic information are available. If the score falls below the campaign's minimum threshold, the call is rejected before reaching an agent.
- Post-call — After the call ends. Now the full call data is available, including duration and transcription. The post-call score is the final quality score shown in reports.
Scoring rule conditions
Each rule has one or more conditions (all must match for the rule to apply):
| Field | Description | Example |
|---|---|---|
duration | Call duration in seconds | duration >= 60 |
callerState | Caller's geographic state | callerState == "CA" |
category | Product category from IVR | category == "auto" |
transcription | Call transcription text | transcription contains "interested" |
status | Call status | status == "completed" |
Managing scoring rules
Go to Settings > Scoring to create, edit, and manage scoring rules. See Set a Minimum Score Threshold to learn how to use scores to gate calls before routing.
Start with simple rules based on call duration (the most reliable signal), then add more nuanced rules as you learn what distinguishes high-quality calls in your campaigns.