PolyScore

Automated conversation quality scoring for voice calls.

PolyScore is an AI-powered quality score assigned to every eligible voice call. It evaluates the transcript and produces a normalized 0–10 rating along with per-dimension breakdowns, helping you identify strong and weak conversations without manual review.

PolyScore and Call Summaries use GPT-5 for quality assessment, providing detailed explanations for each score dimension.

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 user and maintained a natural conversation flow
Task success	40%	Whether the user’s request was resolved and the task completed
Customer experience	20%	Whether the user had to repeat themselves or showed signs of frustration

Each dimension is rated as Poor, Fair, or Good with a text explanation. You can view per-dimension ratings and explanations in Conversation review.

In Agent Studio, conversation quality and customer experience are combined into a single Agent Quality sub-score in the UI, alongside a separate Task Success sub-score. The underlying three-dimension model is the same.

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 conversations are scored. Webchat and SMS conversations are not scored.
Minimum turns	At least 3 turns. Short interactions (for example, immediate hangups) are skipped.
Engagement	If the user does not engage at all, the score is marked as N/A.

Limitations

PolyScore evaluates conversations based on the transcript alone. It does not have access to your knowledge base, flows, external systems, or expected outcomes.

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 user’s request appeared resolved, and they 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 user experience.
• Low scores (0–3) – Significant issues detected. Prioritize these for manual review to identify knowledge gaps, flow problems, or agent behavior issues.

Filter conversations by PolyScore in the Conversations table to build a daily QA workflow – review a sample of low-scoring voice calls to catch recurring issues early.

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.