The Grading module automatically evaluates every call using AI, assigning a score based on the success criteria you define, without the need to manually review call recordings.
24. What does the Grading module include?
Custom labels
Define which events matter to your campaign: Did the customer accept a follow-up? Mention a budget? Request more information? Each label carries weight in the final score.
Conversion rules
Combine labels using AND/OR logic to define exactly what constitutes a successful conversion for your business.
Historical regrading
Changed your criteria? Reprocess past calls using the new profile and compare the results before and after.
Test before activating
Simulate conversations and validate that the configured rules produce the expected results before applying them to real calls.
24.1. COT Grading: Evaluate your script before launching
COT Grading is a feature that analyzes the quality of the agent's COT before it starts making calls. The system reads the script, evaluates it with AI, and provides a score along with detected errors, warnings, and improvement suggestions.
Detailed score
A COT quality percentage broken down into errors, warnings, and suggestions. Each category can be expanded to view detailed information.
Visual node editor
Visualize the COT flow as a map of states and transitions. Identify exactly which node contains the error and navigate directly to it without manually searching through the code.
Automatic correction
Next to each error or warning, an "Apply" button automatically fixes the issue directly in the COT, eliminating the need for manual editing.
COT templates
Save successful COTs as reusable templates (collections, sales, scheduling, reservations), or use the pre-designed templates included with the platform.