Tips for Best Results

Use high-quality recordings — Clear audio produces better transcriptions, which leads to more accurate analysis
Ensure speaker separation — The system needs to distinguish between agent and customer to evaluate agent behavior
Review transcriptions first — Check a few transcriptions for accuracy before running analysis on a large batch
See the Tips for Best Results in the Transcriptions Guide for more recommendations on audio quality

Be specific in descriptions — Detailed criterion descriptions help the AI evaluate more accurately. Instead of “Good greeting”, write “Agent greets the customer by name, identifies themselves and the company, and offers assistance”
Use appropriate point weights — Assign higher point values to criteria that have more impact on call quality
Limit criteria count — 5–15 criteria per rubric is ideal. Too many criteria can dilute scoring precision
Use sections for organization — Group related criteria (e.g. “Opening”, “Problem Solving”, “Closing”) to make results easier to interpret

Reserve for non-negotiable items — Critical errors should only flag truly mandatory requirements (e.g. identity verification, legal disclosures)
Don’t overuse them — If too many criteria are marked as critical, most calls will score 0%, making the evaluation less useful
Document clearly — Write clear descriptions for critical criteria so the evaluation is consistent

Start with a small batch — Test your rubric on 5–10 calls first to validate the scoring before evaluating hundreds of calls
Use additional context wisely — The context field in the Analysis Wizard can provide useful background (e.g. “These are technical support calls for a software product”)
Combine analysis types — You can run both Calls Analysis and COPC Evaluation together to get both qualitative insights and quantitative scores

Look at criterion averages first — The Dashboard’s “Score by Criterion” chart quickly reveals which areas agents struggle with most
Use the score range — A wide gap between min and max scores may indicate inconsistent agent performance
Review critical errors individually — Expand each failed call to understand what triggered the critical error
Export for deeper analysis — Use Excel exports to filter, sort, and create custom reports