Call Scoring Overview

Most call quality monitoring programs review a sample of calls and hope the coaching generalizes. Exec's Scoring Agent reviews every call that comes in, grades it against criteria you wrote, and shows the line in the transcript behind every grade. This one-minute demo follows a recorded discovery call, from the moment it lands to the practice assigned off the back of it.

Calls arrive from the recorder you already use, including Fireflies, Gong, Recall.ai, and Microsoft Teams. Before anything is graded, Exec works out what kind of conversation it was and how confident it is in that reading. Calls below your confidence threshold are held rather than graded against the wrong criteria, and calls under your minimum duration never enter the queue. Sorting matters because each conversation type carries its own scorecard, and grading a renewal call and a cold call against one list produces numbers nobody trusts.

A score by itself gives a manager nothing to coach against. Each criterion comes back with a grade, the reason it landed there, and the quote it came from, anchored to the line in the transcript where it happened. In the demo, the probing questions criterion shows the moment a prospect named a six-figure problem and the rep moved past it to a product pitch, with the question that would have opened it up underneath. That's what makes a scored call usable, because the manager and the rep are reading the same sentence instead of trading impressions.

You write the criteria. For each one you describe what good, fair, and poor performance looks like, set what it's worth next to the others, and decide whether it's attributed to whoever demonstrated it or to everybody on the call. Criteria can be conditional, applying only when a call carries a particular attribute, so discovery calls get graded on things a renewal never sees. When you add one, the agent drafts the good, fair, and poor descriptions from the behavior you named and suggests which skills it should feed.

Each category has its own view of performance over time, with the score distribution, how calls are ending, and the objections your team hears most often, ranked. You can filter by group, by person, or by skill, which is how a manager finds a pattern instead of an anecdote. Because every criterion is tied to a skill, the same evidence lands in skill analytics beside observations from practice, and a weak skill sourced from live calls routes someone to the scenario that addresses it.

Each category defines the structured detail worth capturing, and the agent fills it in on every call. On a sales call that tends to mean the deal stage, how the call ended, which objections came up, and which stakeholders were mentioned. Those fields are what make the category view answer questions a score can't, like which objection your team hears most this quarter or how many calls end without a next step booked. You choose the fields and write the instructions that tell the agent how to recognize each one, and you can switch off the defaults you don't care about.

Do we need a specific call recorder? Exec connects to Fireflies, Gong, Recall.ai, and Microsoft Teams. Calls import automatically once one is connected, and you can pause and resume importing whenever you want.

Does everybody on a call get scored? Only teammates, and only those who spoke enough to evaluate fairly. Customers are never graded. You set how many conversational turns count as taking part.

What happens when we change a criterion? Scorecards graded under the old wording get marked out of date with the reason, and you can re-grade them in bulk so history and new calls are measured the same way.

Can support and contact center teams use this? Yes. Each category defines its own attributes and criteria, so support, customer success, and sales conversations are graded on their own standards in one workspace.

Does call scoring work on its own? Yes. A team whose reps talk to customers daily and get no feedback gets the whole value of scoring without adopting anything else.