Call Score Analysis Guide – Meeting Assistants

The Call Score Analysis feature helps organizations evaluate and improve call quality by assigning scores to key communication parameters. These scores are calculated based on predefined or custom criteria and provide actionable insights.

🔹 Key Capabilities

• Enable scoring for recorded calls via settings.
• Use default or custom parameters to evaluate calls (e.g., empathy, clarity).
• Assign weightage to each parameter so that the total score sums to 100.
• Configure alerts based on score, sentiment, category, or call duration.

🔹 Benefits

• Identify areas for improvement in communication.
• Enable training and coaching with data-backed insights.
• Automate alerts and filters to focus on critical calls.

Step 1: Enable Call Scoring

1. Log in to the Thunai portal.
2. Navigate to Meeting Assistants via the side menu.
3. Click on the Call Analysis option
4. Enable the Call Scoring toggle.

Step 2: Configure Call Score Parameters

Parameter List

• The system includes default parameters by default.

• You can also add custom parameters:
  • Enter a parameter name.
  • Click the Add button.
  • The new parameter appears in both the parameter list and the Call Score Setup section.

Custom Parameter Management

• Edit/Delete options are available only for custom parameters.

Set Up Call Score

• Select parameters from the list (default/custom).
• Assign scores to each parameter such that the total score equals 100.
• Click Save to apply the configuration.

Tags

• You can add tags to calls, which will appear in the call feed when a call matches the tag criteria.
• To create a tag, enter the tag name and provide a description or instruction that defines when the tag should be applied.
• Tags are automatically assigned to calls based on the instruction provided.
• You can add multiple tags by clicking the Add Tag button.

Call Score Settings Options

1. Send email notification when the score is below a defined threshold.
2. Send email if the sentiment score meets a specific condition.
3. Send email if the detected category matches a defined value.
4. Ignore calls and skip processing if the call duration is below a threshold (calls will not be processed or analyzed in the feed).

Post-Setup Functionality

Once setup is complete:

• All future calls and recordings will be analyzed using the configured parameters.
• Each call will receive a Call Score out of 100, broken down by each defined parameter.

Detailed Call Score Analysis

• Expand any analyzed call to view:
  • Individual parameter scores
  • Scoring metrics
  • Analysis insights
  • Recommendations for improving each parameter

This provides a comprehensive breakdown to help assess and enhance communication quality based on call performance.