Score calibration
Compare AI scores with QA scores for each criterion and make sure everyone uses the same scale.
All calls, not a sample
Speech analytics for contact centers: all calls instead of a sample
Auto-scoring by the client's checklist, calibration with manual checks and reports for clients.
- Call summary right in the deal card
- Call result in CRM
What does speech analytics give a contact center?
Speech analytics scores all operator calls by the client's checklist, not the small sample that the QA team has time to listen to. The supervisor compares AI scores with manual ones on the calibration screen, finds violations by quotes and builds reports for contact center clients. Control follows the client's criteria, so different projects can run by different rules.
What gets in the way
- The QA team listens to only a small share of calls
- Manual scoring is expensive and subjective
- Clients require transparent reporting
What you get
- Scoring coverage of all recorded calls
- One quality scale and calibration with manual scoring
- Client reports by common rules
New in Leksta: the AI trainer lets new agents practise with an AI customer built from your calls before they go live. Request a demo to see it on your own scenarios.
Example: how it looks on a call
A support operator did not say the required phrase and interrupted the customer. Leksta lowers the score on these items, shows quotes and adds the call to the supervisor's review queue.
- Metrics: Scoring coverage
- Metrics: Average QA score
- Metrics: Share of violations
- Metrics: Cost of scoring a call
Quality control
All calls are scored, problem ones are at the top of the queue
Every call in the list has an AI score and an attention mark: the supervisor sees calls with violations and unhappy customers first. The rest are scored automatically. How to score agents: see the scoring managers by calls page.
- AI score for every call in the list
- Attention queue: what to review first
- A customer's repeat contacts are visible at once
What else a contact center needs
Required points
Required phrases and steps are checked in every call, per point and per employee.
FAQ: Contact centers
Does speech analytics replace QA specialists?
Speech analytics takes over the routine: AI scores every call, while QA specialists review disputed cases and calibrate the scoring. The calibration screen shows where AI and manual scores differ for each criterion. Your team spends its time coaching agents instead of listening to a random sample.
Can I keep different checklists for different clients?
Yes. Criteria, weights and thresholds are set separately for each project, so every client's calls are scored by that client's rules. Results add up to an agent rating, and client reports follow common rules. This way one QA team confidently runs several projects at once.
How do I find calls with violations?
Add stop words and required phrases to the dictionary. Leksta checks every call, collects calls with violations into a risk list and sends the manager a Telegram alert. Each call shows the quote with the violation, so the supervisor reviews the case with the agent right away without replaying the whole recording.
Which plan should a contact center choose?
For large volumes, the "Contact center" plan fits: an employee action log and configurable recording retention. You pay for a minute bundle, with no fee for agent seats. If your data must stay in a closed network, Leksta installs on your own servers. We will pick the right option in a demo.
See also
- Speech analytics All features and feature status.
- Call quality control Checklist and manager rating.
- Call transcription Transcription and search across calls.
- Insurance and legal Checking required wording and forbidden phrases in all recorded calls.
- Windows, furniture, renovation You see which calls did not reach a measurement visit and why the customer left to "think".
- Pricing Plans with a minute bundle.
We will check it on your company's calls
We will show the transcript, score and summary on your recordings.