Every call reviewed, scored,
and ready to coach.
Call Quality is Signal's supervisor and QA workspace. Recordings and transcripts flow in automatically from campaigns and AI voice agents — AI transcription, keyword scanning, and scorecard scoring run in parallel — so every call arrives with evidence before the first reviewer click.
Call Quality · Review queue
38 flaggedFrom recording to reviewed in minutes.
Ingest
Recordings and transcripts sync automatically from Signal Campaigns and AI Voice Agents. Upload WAV, MP3, MP4, VTT, or CSV in bulk for any legacy calls.
AI processes
Transcription, keyword scan, scorecard scoring, and an AI summary all run in parallel. Every call arrives with evidence before a human opens it.
Reviewer action
Approve to sync, send to Coaching, or hold writeback for compliance — with full transcript evidence and keyword highlights shown inline.
Downstream sync
Approved calls push summaries to Call Logs, clips to Coaching, and consent evidence to the Compliance Vault — then CRM writeback fires.
QA from ingest to audit trail.
AI Review Queue
AI summaries, keyword evidence, scorecard scores, quality diagnosis, and voice quality on every call — before the first reviewer click.
Voice Quality (MOS)
Track MOS, jitter, packet loss, and latency per call leg. At-risk call alerts, route and device filters, and pre-flight network testing.
Keyword Library
Build reusable keyword groups for compliance disclosures, objections, competitors, and buying intent. Rules auto-highlight, alert, or hold writeback.
Scorecards & Rubrics
Configurable rubrics across five scoring categories — Greeting, Discovery, Objection handling, Next step, and Compliance. Multiple rubrics per call.
Agent KPI Drill-down
QA score, consent pass rate, voice MOS, and coaching track per agent. Click any metric to see the evidence calls behind the number.
Calibration & Audit Trail
Human-correction calibration queue and an immutable audit trail of every AI output, reviewer decision, and compliance hold — exportable on demand.
Every team that owns call quality.
Insurance & mortgage compliance
Disclosure enforcement, consent evidence, TCPA hold writeback, and an audit trail that survives regulatory examination.
Sales coaching
Keyword evidence of competitor pressure, pricing objections, and missed next steps — turned into coaching clips automatically.
BPO & contact centres
Multi-team scorecard rubrics, agent KPI boards, calibration queues, and audit exports for client compliance reporting.
AI voice agent QA
Score AI-handled calls alongside live-agent calls. Handoff summaries, warm-transfer quality, and automation KPI tracking in one workspace.
What QA teams always ask.
Call Quality is the supervisor workspace for reviewing and scoring calls. Coaching is the agent-facing workspace for consuming feedback and clips. Call Quality generates the evidence; Coaching delivers it to the agent.
After transcription, the AI reads the full call against your scorecard rubric and active keyword groups, then writes a structured summary covering what the agent did, what the customer said, which keywords were hit, and what the QA score components were.
Mean Opinion Score (MOS) is the standard measure of call audio quality, scored 1–5. Calls below 3.5 degrade agent intelligibility and corrupt transcription accuracy. Call Quality tracks MOS per call leg — carrier, network, and device — so you know whether a poor QA score reflects an agent issue or an audio issue.
Hold writeback pauses the CRM sync for a specific call until a reviewer explicitly approves it or escalates to compliance. No disposition, outcome, or AI summary pushes to your CRM until a human signs off — required for any call that hits a compliance keyword rule.
Yes. Scorecards are configurable per campaign, team, or call type. Set the categories, the weight of each, and the scoring criteria. The same call can be scored by multiple rubrics simultaneously — for example, a sales rubric and a compliance rubric running in parallel.
Related Signal capabilities.
Every call reviewed.
Every coach moment captured.
Call Quality, Coaching, and Compliance Vault — built into Signal so your QA team works from a single source of truth.
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