Scoring and Conversion detection

Scoring process

Scoring is what turns a call's transcript into something you can filter and act on at scale. Every call that has Scorecards assigned to it gets scored automatically — a percentage QC Score appears on every row in the Phone calls page, and a Pass/Fail QC Result shows up when you open the call.

Scoring stages

1. Critical Detectors

You can mark a specific Detector as Critical — if its output doesn't match the target, the entire call fails regardless of the overall score.

2. Scorecard QC Score (percentage)

Every Detector on a Scorecard has a point value (score). When a Detector's output matches the target, those points are earned. Detectors that were skipped do not reduce the score. The final Scorecard QC Score is:

QC Score = Points Earned / Points Possible (excluding skipped Detectors)

3. Scorecard QC Result (Pass / Fail)

Each Scorecard has a threshold (0–100%). A call passes the Scorecard when:

QC Score ≥ Threshold

4. Call QC Score & Result

When a call is evaluated against multiple Scorecards, all earned points and all possible points are pooled together across every Scorecard, and the combined QC Score is calculated from those totals. The pass threshold is the average of all individual Scorecard thresholds. If any Critical Detector fails on any Scorecard, the entire call is marked as Fail — regardless of the overall score. Each Scorecard still shows its own individual result alongside the combined one.

QC Score = Total Points Earned (across all Scorecards) / Total Points Possible (across all Scorecards) Pass Threshold = Average of all Scorecard thresholds QC Result = Pass if QC Score ≥ Pass Threshold (+ no Critical Detector failed)

Conversion tracking

Conversion tracking is how Kaliper marks which calls counted as a conversion — a sale, a qualified lead, however your business defines it. Every call gets a per-call value called Conversion Detected (Yes, No, or unset) that shows up across the Phone calls page — as a column, a stat card, and the source for the CPA stat card.

Conversion Detected sources

Three sources, each one overrides the previous:

1. AI transcript analysis (default) — Kaliper's AI reads every call transcript and decides whether the conversation indicates a conversion. This runs on every call automatically, no setup required

2. Scorecard Conversion Related Detectors — if any Scorecard applied to the call has Detectors marked Conversion Related, those Detectors determine the value, overriding the AI default.

3. Manual override — set Yes, No, or unset on any call from the call detail window using the pencil icon next to Conversion Detected. Manual values win over both automated paths

Conversion Related Detectors

When you configure a Detector on a Scorecard, you can mark it as Conversion Related.

Behavior on a single call:

• Any Conversion Related Detector's output matched the target → Conversion Detected = Yes

• None of the existing Conversion Related Detectors matched the target → Conversion Detected = No

• No Conversion Related Detectors on any Scorecard applied to this call → falls back to the AI's transcript analysis

The Conversion Related flag affects only Conversion Detected. It does not change the QC Score, the Pass/Fail verdict, or any other scoring output.