What Is Agent Quality?

Agent Quality is a feature available on Call Center campaigns in CallHub. It uses AI to evaluate your agents' real calls and gives you a clear, objective view of who is performing well and who needs support — without you having to listen to recordings manually.

Agent Quality Scores

After each eligible call, the AI reviews the recording and evaluates the agent across four dimensions:

• Script Coverage — Did the agent cover the key points from the campaign script and capture the required survey fields or contact data?
• Goal Achievement — Did the agent complete the campaign's intended outcome, such as finishing a survey, logging the correct disposition, or completing contact verification?
• Conversational Quality — Did the agent maintain a respectful, empathetic, and professional tone throughout the call?
• Objection Handling — Did the agent respond effectively when a contact pushed back, and did the call continue productively after an objection?

Scores are calculated on a 0–100 scale using weighted averages across all four dimensions. Default weights are:

You can adjust these weights to reflect what matters most for your campaign.

Score Bands

Each agent is placed into one of two categories based on their overall score relative to the passing threshold you configure:

The default passing threshold is 70%. You can change this at any time.

Note: An agent's score and status appear once at least 5 eligible calls have been analyzed for them. Only human-answered calls with at least 30 seconds of talk time count toward scoring.

How to Enable Agent Quality

During Campaign Creation

When creating a Call Center campaign, navigate to the 'Agents' step. You'll see the 'Agent Quality & Coaching' section.

Toggle on Agent Quality to start scoring your agents on live calls. Once enabled, an optional checkbox appears beneath the toggle:

Share daily feedback with agents

When checked, agents see a brief qualitative note before starting calls each day. The note covers what they did well and gives one specific area to focus on. Scores are never shown to agents — just plain-language, constructive guidance. The card is dismissed after viewing and will not repeat on the same day.

Note: If you did not enable Agent Quality when creating the campaign, you can activate it later. Go to the Agents tab in your campaign and turn on the Enabled toggle under Agent Quality Overview.

Configuring Scoring Settings

After enabling Agent Quality, from the Agents tab, click on the settings () icon to configure Agent Scoring:

• Quality Passing Threshold — Agents scoring below this percentage are flagged as "Needs Coaching." Default is 70%.
• Evaluation Weights — How much each dimension contributes to the overall score. Adjust these to match your campaign's priorities. All four weights must total 100%.

Monitoring Agent Quality Results

Agents Tab Overview

Once calls are being scored, go to the Agents tab to see each agent's quality status.

Each agent row shows:

• Agent Quality Status: Needs Coaching or On Track

Hover over an agent’s row, and on the right side, click on 'View Agent Report' () for a detailed Agent Quality report for the campaign.

Reading an Individual Agent's Quality Report

Each agent report includes:

• Overall score and status band
• Scores for each of the four dimensions with short explanations
• What went well — highlighted strengths
• How to improve — specific, actionable recommendations
• A list of notable calls tagged with observations like "Missed goal" or "Strong objection handling."

Tracking Agent Quality Trend

On the Agents tab, look for the Agent Quality Trend summary card. It shows how many agents have completed coaching cycles and their average score improvement.

Click View Trend to open a detailed chart showing:

• Daily average quality scores for coached agents
• The campaign-wide average score for comparison
• The passing threshold line
• A per-dimension breakdown showing score before coaching, current score, and the change

Agent Guide: What Agents See After Logging In

Daily Feedback:

If Daily Feedback is enabled, you'll see a brief note before your calls begin. It covers:

• What went well — One or two things you did well based on your previous day's calls
• One thing to focus on today — A specific, actionable area to work on

Once you dismiss the card, it will not reappear that day, even if you log out and back in.

What Happens If You Turn Agent Quality Off

If you disable Agent Quality for a campaign:

• No new calls are scored. Existing scores remain visible but are clearly tagged as past results.
• Onboarding Coaching continues to function as configured and is unaffected by Agent Quality state.
• If you re-enable Agent Quality, full scoring resumes.