How call scoring and coaching work for CSRs
Every office call is scored on a CSR rubric with written feedback. CSRs see their calls, get practice suggestions, and roleplay in the browser.
What is scored
Every call that reaches Roonly, inbound or outbound, is transcribed and scored with no one pressing a button. Inbound calls use the office inbound rubric, which scores eight dimensions: Greeting, Discovery, Empathy, Value, Objections and Saves, Booking Ask, Call Control, and Compliance. Outbound calls use a separate outbound rubric. Each call gets an overall score, a score per dimension, written feedback, and an outcome such as booked, sale, resolved, saved, or canceled.
Recordings with no real conversation are not scored and never count in averages: a call that only reached an automated menu, a fragment that dropped before anyone said what they needed, or a line that went dead after the greeting.
Scoring uses your phone-call playbook as context. Upload it on the Company page in the phone-call default slot so the scorer grades against the way your office actually handles calls.
Where feedback appears
For managers, open Conversations in the Office lens. Each call shows the recording, the transcript, the outcome, the dimension breakdown, and the feedback. Insights rolls scores and objections up across the team, and the Office Overview shows calls, booked rate, average score, and average booking ask for the last 30 days.
CSRs see the same thing for their own calls under My Calls in their own view. Feedback is written for the CSR who took the call, and scores and coaching stay inside Roonly. They are never written to your CRM.
Attribution: getting calls to the right person
Coaching only works when a call is attributed to a person. Two habits handle nearly every call:
- In Manage Team, enter each team member's work or cell number. When Roonly rings that number and they answer, the call is attributed to them with no guesswork.
- Have CSRs answer with their name. On a shared line, Roonly matches the spoken name to your roster and attributes the call.
A manual assignment on a call is never overridden automatically. If the Team page shows a count of unattributed calls, those calls are scored at office level and cannot feed anyone's coaching until they are assigned.
Practice scenarios
The Practice page turns scores into practice. Coaching suggestions are generated from a CSR's own calls: a dimension that keeps scoring low, or a pattern such as skipping the booking ask on several opportunity calls or ending cancellation calls without a save attempt. Each suggestion links to a scenario built for that gap.
Scenarios run as live roleplays in the browser against an AI caller, using the CSR's microphone. The office scenario library covers cancellation saves, win-backs, no-show rebooks, blown objections, and price shoppers, with more generated from your office's real objections. A practice run is scored on the same dimensions as a real call. A score of 80 or higher clears the suggestion.
The page also tracks a daily streak, weekly XP, and level, and shows a weekly XP list for the office team.
Onboarding for new CSRs
New office hires get an Onboarding item with lessons generated from your phone-call playbook and your office's real calls: short reads, quizzes, and practice steps. Progress is highlighted, not locked, so a CSR can take calls while working through it. Managers can preview any lesson as a rep without affecting progress.
Related
Still stuck? Contact support.