How scoring works
PolyScore evaluates every eligible voice conversation automatically. The model reads the full transcript and rates six behavioral signals, which are combined into two sub-scores and then normalized to a 0–10 scale.Overall score
The overall PolyScore is a number from 0 to 10, displayed as a color-coded badge in Conversation review:| Range | Label | Color |
|---|---|---|
| 7–10 | High | Green |
| 4–6 | Medium | Amber |
| 0–3 | Low | Red |
Dimensions
PolyScore evaluates three dimensions, each contributing to the overall score:| Dimension | Weight | What it measures |
|---|---|---|
| Conversation quality | 40% | Whether the agent understood the caller and maintained a natural conversation flow |
| Task success | 40% | Whether the caller’s request was resolved and the task completed |
| Customer experience | 20% | Whether the caller had to repeat themselves or showed signs of frustration |
Where PolyScore appears
- Conversation review – Score badge at the top of each transcript, with expandable dimension breakdowns
- Conversations table – Sortable PolyScore column for quick quality scanning
- Home page – Average PolyScore trend chart under Quick Insights
- Smart Analyst – Use PolyScore as a sampling criterion or query PolyScore tables directly via SQL
- Conversations API – PolyScore data is available in the API response when the conversation has been scored
Eligibility
Not all conversations receive a PolyScore:| Requirement | Detail |
|---|---|
| Channel | Voice only (conversations where channel is VOICE-SIP). Webchat and SMS conversations are not scored at the moment. |
| Minimum turns | At least 3 turns. Short interactions (e.g., immediate hangups) are skipped. |
| Engagement | If the caller does not engage at all, the score is marked as N/A. |
Limitations
This means:- PolyScore cannot verify whether an action was actually completed in an external system (e.g., a booking made, an appointment canceled). It can only assess whether the conversation appeared to resolve the task based on what was said.
- PolyScore does not know what the agent should have said – only what it did say. If the agent confidently gave an incorrect answer, PolyScore may still rate the conversation highly.
- Scores reflect conversational quality, not business accuracy. Use PolyScore alongside your own QA processes and custom metrics for a complete picture.
Interpreting scores
Use PolyScore as a screening tool, not a definitive quality judgment:- High scores (7–10) – The conversation flowed well, the caller’s request appeared resolved, and the caller did not show frustration. Worth spot-checking to confirm the agent followed the correct process.
- Medium scores (4–6) – Some issues were detected. Review the dimension breakdowns to understand whether the problem was conversational flow, task completion, or caller experience.
- Low scores (0–3) – Significant issues detected. Prioritize these for manual review to identify knowledge gaps, flow problems, or agent behavior issues.
Related pages
Conversation review
View per-dimension PolyScore breakdowns alongside transcripts.
Smart Analyst
Query PolyScore data and sample conversations by score.
Studio transcripts
Access transcripts and call summaries.