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 AI transcription and AI call tagging 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. Scoring happens in the same AI pass that applies your call tags, so there's no separate scoring setup. It 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 and caller left dissatisfied |
Pro tip
Call scoring runs automatically on both human-handled calls and AI agent calls, as long as AI call tagging is on and the call has a transcript.
Enabling Call Scoring#
Call scoring is tied to the AI call tagging setting on each phone number. If AI call tagging is turned on, call scoring runs automatically too. AI transcription and AI call tagging are on by default for new numbers, and only users who can manage a number's settings can change them.
To turn it on:
- Go to Settings → Phone Numbers and select a number
- Open the AI & Intelligence section
- Turn on AI transcription
- Turn on AI call tagging — the call score, sentiment, and evaluation summary are produced by the tagging pass, so this is the toggle that switches on scoring
- Calls on that number will now get scored automatically
Scoring also needs at least one active call tag. If you delete or turn off every tag, calls won't get a score, sentiment, or evaluation. Use Configure tag definitions → under AI call tagging to manage your tags.
Minimum conversation length
The score comes from the same transcription pass that generates call tags, so it runs on any call that has transcribed text — there's no minimum word count. Only calls with no transcribed conversation at all (silent calls, quick hangups, wrong numbers) get skipped. Note that the separate AI summary does require at least 50 words, so a very short call can still get a score without a full summary.
Where Scores Appear#
Call scores are stored alongside each call's summary data. You can see them in:
- Inbox — Call details show the sentiment and a Resolved / Not resolved outcome chip alongside the transcript and AI summary. The numeric 1-10 score and evaluation summary aren't shown here — read them through the API.
- Analytics — Reports show the sentiment and resolved outcome from the same pass, but not the numeric score. The disposition codes report groups calls into categories like billing, sales, and technical support based on their call tags.
Scores aren't in webhook payloads
The call score, evaluation summary, and confidence aren't included in the standard call.completed webhook payload. If you need them in another tool, read them from a call's record through the API.
AI vs. Human Call Scoring#
dialnote reports on AI agent calls and human-handled calls separately:
- AI agent calls get scored by the same dialnote evaluation as human calls. The AI agent report adds containment rate, outcome tracking, and sentiment analysis. You'll find these in Reports → AI Agents.
- Human-handled calls get scored by dialnote's built-in evaluation engine in the same pass that applies call tags. 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.
What's Next#
- Call transcription — turn on the transcription that scoring depends on
- Sentiment analysis — see how the positive/neutral/negative read is calculated
- Disposition codes — group scored calls into reporting categories