Understanding Call Scoring for Agent Performance and Patient Experience

This article explains how VoiceStack automatically calculates scores for avg. agent performance and avg. patient experience. Although users cannot modify this process, understanding it helps interpret the scores shown in the Call Scoring Dashboard.

The system evaluates each call using seven predefined scoring parameters, applies their assigned weights, and generates an overall score based on three performance levels — Excellent, At Par, or Needs Improvement. These weighted scores are averaged to determine the agent’s overall performance for the selected period.

Additionally, the system analyses call transcripts to assess Average Patient Experience, classifying interactions as Positive, Neutral, or Negative. Together, these calculations provide a clear, data-driven view of service quality and agent effectiveness.

Topics Covered:

• Avg. Agent Performance
• Avg. Patient Experience

Avg. Agent Performance

The average agent performance score represents the overall performance of all agents in the practice during the selected date range.

The agent performance is calculated using the following inputs:

1. Scoring Parameters: Each call is evaluated against the seven fixed scoring parameters. These parameters measure different aspects of the agent’s performance during the call.

2. Weightage: Each parameter is assigned a weight (1–5) based on its importance, and superadmins can adjust these as needed.

3. Score Levels (System-generated): Every call is scored for each call scoring parameter. The system automatically assigns points based on predefined levels:

• Excellent = 3 points
• At Par = 2 points
• Needs Improvement = 1 point

These scores for each call scoring parameter are multiplied by their assigned weight, and the weighted scores are added together.

4. Threshold Bands (system-generated): Threshold bands are the score ranges used to determine an agent’s overall performance label based on their average call score. After calculating the average score, it is compared against these bands to assign a performance label.

Average Score	Performance label
2.5 – 3.0	Excellent
1.8 – 2.4	At Par
1.0 – 1.7	Needs Improvement

This helps practices quickly understand whether an agent is performing very well, meeting expectations, or needs improvement.

How the Overall Call Score is Determined

  1. Each parameter score is multiplied by its weight.

  2. The weighted scores are added together.

  3. The final call score is calculated by dividing the total weighted score by the sum of the weights.

This ensures each call is scored fairly, and averaging all calls gives the agent’s overall performance.

Example: Calculation of Avg. Agent Performance

This example demonstrates how weighted scoring across multiple criteria is used to calculate the final performance level for a call.

Call Scoring Parameter	Rating	Weightage	Score Level
Introduction	Excellent (3)	1	3
Energy Levels	At Par (2)	1	2
Patient Concern Handling	Excellent (3)	2	6
Patient Education	Excellent (3)	4	12
Confidence and Professionalism	Needs Improvement (1)	2	2
Call Closing & Next Steps	At Par (2)	2	4
Urgency Identification & Action	At Par (2)	3	6
Call Closing	Needs Improvement (1)	2	2
Total Score			37
Total Weightage		17

Average Score: Total Score/ Total Weightage: 37/17= 2.17 

Based on the threshold bands, the agent’s overall performance for this call is “At Par”.

The average agent performance over a selected time range is determined by the average of all performance labels across all calls.  

Avg Patient Experience

The average patient experience represents the overall satisfaction of your patients during calls. It is shown as one of three labels:

• Positive – Indicates a good patient experience.
• Neutral – Indicates an average or mixed experience.
• Negative – Indicates a poor patient experience.

These labels are determined by analysing the conversation text, phrases, and call transcripts to detect the overall patient experience. Note: This analysis is purely textual and does not consider the tone or voice of the patient.

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