Checklist with weights
You set the criteria, the weight of each and a threshold.
All calls, not a sample
Call quality control without manual listening
AI checks all recorded calls against your checklist, shows quotes and builds a manager rating. The manager reviews only the calls that need attention.
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- Checklist and script
- Quotes as evidence
- Alerts in Telegram
What is call quality control?
Call quality control is scoring managers' calls by criteria: greeting, need, objections, next step. Leksta checks all calls, not a sample, and shows the quotes the score is based on, and risky calls arrive as an alert. You set the criteria, weights and thresholds, and the score can be compared with the supervisor's manual check.
Call card: transcript, score and evidence
Each call opens in one card. On the left is the recording with a waveform colored by speaker. On the right are the transcript and the AI score for each criterion. Every score is backed by a quote: click it and the player jumps to that second.
- Transcript split into operator and customer for stereo recordings
- Scoring by your checklist criteria: up to 20 criteria and up to 20 goals
- A criterion that the call did not touch is marked "not applicable" and does not lower the score
- The supervisor's manual score sits next to the AI score, so the difference is clear at once
- Search in the call text and comments linked to a moment in the recording
How scoring works
Call goals
What counts as a successful call: a booking, an agreement, a next step.
Objections and stop words
The system marks customer objections and forbidden phrases of the employee.
Manager rating
Call scores are combined into a rating for the period.
Alerts
Risky calls arrive as a message in Telegram.
Calibration
Compare AI scores with manual ones and adjust the checklist.
How to build a checklist
Start with five basic criteria: greeting, needs discovery, correct information, objection handling, next step. Then add items for your industry. A step-by-step guide is in the article call scoring checklist.
Frequently asked questions
How do I set up call quality control in Bitrix24 and amoCRM?
Connect Leksta to your PBX and CRM: calls go to analysis on their own, and the score, the summary and a link to the recording return to the customer card. You set the criteria once in Leksta, so a manager sees call quality both in the CRM and in the console, where the manager ranking lives.
How do I check call quality in a call center without listening to recordings one by one?
Open the attention queue: Leksta marks calls with a low score, violations and an unhappy customer and shows the reason. From the queue you follow a quote to the exact moment in the recording. The other calls are scored automatically and show the overall picture: average score, trend and weak criteria.
What is score calibration and why do I need it?
Calibration compares AI scores with the supervisor’s scores on every criterion and shows where they differ. If the gap is large, you refine the wording of a checklist item and recalculate the scores. The team then trusts the numbers, and arguments about whether a score is right end at the quote.
Which criteria to include in a call quality score?
Start with five basic criteria: greeting, needs discovery, accuracy of information, objection handling and next step. Give each criterion a weight, and Leksta scores every call against them and backs the score with a quote. How to word the criteria is covered in the article on the call scoring checklist.
We will check it on your calls
We will show the result on your recordings. Tell us your volume and PBX.