Resources

Start with a representative set of calls and an agreed scorecard. Have reviewers evaluate the same calls, then compare the software's results against that reference rather than relying on an overall accuracy claim.

• Check supported recording sources, languages, processing time, and failed or missing recordings.
• Inspect the conversation evidence behind each result and how reviewers handle disagreements.
• Evaluate integration effort, data handling, pricing, and the steps from a finding to coaching.

Explore OnScript's call quality assurance workflow.

Define one observable behavior per criterion. For example, assess the approved opening, the discovery question, and the required disclosure separately. Specify what counts as pass, fail, or not applicable and what evidence the reviewer should use.

• Separate quality preferences from mandatory requirements.
• Document weights and any auto-fail conditions before scoring.
• Calibrate on shared examples, resolve disagreements, and record changes to criteria.

See configurable call scorecards and validation checks.

Select a specific conversation moment, explain the expected behavior, and agree one practical action with the agent. Review later calls using the same criterion so progress can be discussed against comparable evidence.

• Prioritize recurring behaviors rather than a single aggregate score.
• Give the agent context and a chance to question the evaluation.
• Set a follow-up date and distinguish individual skill gaps from process issues.

Connect agent coaching with performance trends.