How is the AI Score calculated?
The AI Score is a 1–5 rating of how well a call went, shown on each call and averaged on your dashboard. It's based on the caller's intent, whether the call was transferred and why, and how cleanly the AI handled it — so it reflects real call quality, not a guess. A higher score means a better-handled call.
What it tells you: at a glance, how well the AI handled a call (or your calls on average).
How it's determined
SuperLedger looks at three things about the call: what the caller wanted, whether and why the call was transferred, and how well the AI handled the conversation. Those combine into a single 1–5 score. It's computed consistently from the call's outcome — the same call always produces the same score — rather than from a loose impression. Importantly, a call that was transferred for a legitimate reason and handled well isn't penalized just for being transferred.
Where you'll see it
The AI Score column in Monitoring → Call Logs, on the call detail page, and as Avg AI Score on your Dashboard.
Common questions
- Does transferring a call lower the score? Not on its own. If the caller needed a human and the AI handed off cleanly, the call still scores well.
- Why is my average based on fewer calls than my total? Only analyzed calls have a score; very short or non-conversation calls don't.