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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Updated
- 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 does AI call quality control work?
AI compares the transcript with your checklist, marks done and missed items and attaches quotes as evidence. The manager checks disputed scores against the text.
How do I score a manager by calls?
Set the criteria (greeting, needs discovery, objection handling, next step), the weight of each and a threshold. The system calculates a score for each call and puts it into the manager rating for the period.
What is call speech analytics?
Automatic transcription of calls and scoring them by set rules: a checklist, goals, a dictionary. The manager sees the quality of every call, not a sample, and finds problem calls in minutes.
Do I need to change my PBX or number?
No. Recordings connect to your existing PBX. The number and routing stay the same.
We will check it on your calls
We will show the result on your recordings. Tell us your volume and PBX.