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AVA Call Quality Scoring

AVA Call Quality Scoring reviews every call, not a sample. Each call is transcribed and scored against your standards, problem calls trigger alerts, and supervisors can review the full transcript in one place.

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Call quality score
Appointment reschedule · 4m 12s

Caller identity was not verified before appointment details were discussed.

Overall score
72 / 100
Greeting & tone
Meets standard
Identity verification
Missed
Alert sent to supervisor · Transcript ready
Illustrative example. No real patient information.
Every call
scored, not a small sample pulled by hand
Real-time
alerts when a call falls below your standard
Full
transcripts with each score, ready for review
The problem

Manual QA sees a sliver of your calls.

Most teams review a handful of calls per agent each month. Compliance misses, rude moments, and unresolved callers go unnoticed until a complaint arrives, and coaching relies on whichever calls happened to be pulled.

AVA Call Quality Scoring applies the same standard to every call. Supervisors see scores and trends, get alerted to the calls that need attention, and can open the full transcript to understand exactly what happened.

Quality assurance that covers every conversation
AI scoring against your rubric
Each call is scored on the criteria that matter to you, such as greeting, identity verification, empathy, accuracy, and resolution.
Alerting
Calls that miss a required step or fall below a threshold are flagged to the right supervisor.
Full transcript review
Open any call to read the complete transcript alongside its score and the reasons behind it.
Trends and coaching
Track scores by agent, team, and call type over time, and coach from real examples.
How it works

Bring your recordings. We score every call.

Read the setup guide →
01
Define your standard
Agree the scoring criteria and alert thresholds with STATLINX.
02
Send your audio
Calls handled by STATLINX are scored automatically. For your own team's calls, send recordings through the AVA API.
03
Review and act
Scores, alerts, and transcripts arrive in AVA for supervisors to review and coach from.
Who it fits

Who uses Call Quality Scoring

In-house call centers
Score your own agents' calls by sending recordings through the API.
Compliance-focused practices
Catch missed identity verification or disclosure steps before they become incidents.
Growing teams
Keep quality consistent as new agents ramp, without adding QA headcount.

More from the AVA Platform

Platform overview →
AVA Secure Messaging
HIPAA-secure messages that reach the right provider
AVA Receptionist
AI answering with action notes and live operator transfer

See how your calls would score

We will walk through scoring criteria, alerts, and transcript review with sample calls.

Schedule a DemoTalk to our team