Every call your team handles gets an automatic quality score. dialnote's AI analyzes the transcription after each call ends and assigns a 1–10 rating based on how well the conversation went. You don't need to set up scorecards or rubrics — it just works once transcription and AI summaries are turned on.
How Call Scoring Works#
After a call ends and the transcription is ready, dialnote's AI reads through the full conversation and evaluates it. The system looks at whether the caller's issue got resolved, how the conversation flowed, and the overall caller sentiment.
Each scored call gets these data points:
- Call score — A rating from 1 to 10 (1 = very poor, 10 = excellent)
- Call successful — Whether the call achieved its purpose (yes/no)
- Sentiment — The caller's mood: positive, neutral, or negative
- Evaluation summary — A brief 1–2 sentence description of how the call went
- Confidence — How confident the AI is in its assessment (0.0 to 1.0)
The scoring follows these guidelines:
| Score Range | What It Means |
|---|---|
| 8–10 | Issue fully resolved, caller satisfied |
| 5–7 | Partial resolution or adequate handling |
| 1–4 | Unresolved, caller dissatisfied, or call failed |
Pro tip
Call scoring runs automatically on human-handled calls. AI agent calls already get evaluation data from the voice AI provider, so they're scored separately in the AI Agents analytics dashboard.
Enabling Call Scoring#
Call scoring is tied to the AI Summaries setting on each phone number. If AI Summaries are turned on, call scoring runs automatically too.
To turn it on:
- Go to Settings → Phone Numbers and select a number
- Under Call Features, turn on AI Transcription
- Turn on AI Summaries (this requires transcription to be active first)
- Calls on that number will now get scored automatically
Minimum conversation length
The call needs at least 20 words of transcribed conversation for the AI to produce a meaningful score. Very short calls (quick hangups, wrong numbers) won't be scored.
Where Scores Appear#
Call scores are stored alongside each call's summary data. You can see them in:
- Inbox — Call details show the score, sentiment, and evaluation summary alongside the transcript and AI summary
- Analytics — The reports dashboard aggregates scoring data so you can spot trends across your team
The scoring data is also available through webhooks if you've set up a call.completed webhook, so you can pipe scores into your CRM or other tools.
AI vs. Human Call Scoring#
dialnote scores AI agent calls and human-handled calls separately:
- AI agent calls get scored by the voice AI provider (Retell) with containment rate, outcome tracking, and sentiment analysis. You'll find these in Analytics → AI Agents.
- Human-handled calls get scored by dialnote's built-in evaluation engine using the same AI that generates summaries. These appear in your standard call analytics.
Both types feed into your overall analytics, giving you a complete picture of call quality across your entire phone system.