Rating Templates

Rating templates define how completed calls are evaluated. Each template has a prompt and column headers; each header becomes a column on the Ratings page.

Rating Templates

A rating template is the rubric the post-call evaluator uses. Each column header becomes one dynamic column on the Ratings page. Agents choose a template from the Analytics tab.

Create a rating template

1. Open Templates.
2. Click New Template.
3. Enter a template name and optional description.
4. Write the rating prompt. This tells the evaluator how to score the transcript.
5. Add one column header per line. At least one column is required.
6. Click Create template.

Example rating template

Prompt:
Evaluate the screening call for a Java Full Stack role.
Use only the transcript.
Give short reasons under 25 words.
If evidence is missing, mark the column as unclear.

Column headers:
Self Intro
Communication
Java
Spring Boot
ReactJS
SQL
Project Experience
Overall Fit

Use a rating template in an agent

1. Open the agent in Agent Setup.
2. Go to Analytics.
3. Select the template under Call Rating Template.
4. Save the agent.
5. Run a test call and open Ratings to confirm the columns and output.