Evaluations is a dedicated area in Aircall Workspace where agents can view their own call scores, track performance trends over time, and review individual evaluated calls. This article explains how the feature works and how to get the most out of it.

Important: Evaluations are available for customers with the AI Assist plan and must be enabled by an Admin before it appears in your Aircall Workspace. If you are unsure whether your plan includes AI Assist or cannot see Evaluations, please contact your account Admin or Supervisor.
Note: Agents can see their evaluations with AI Assist, but evaluations require scorecards set up by an Admin with at least AI Assist. For automated evaluations with custom AI questions at scale, both Admins and evaluated agents need AI Assist Pro.
In short: AI Assist is the minimum, while full automation requires AI Assist Pro.

How admins enable agent score visibility

Evaluations is controlled by an account-level toggle in the Aircall Dashboard. When enabled, all agents can access their own scores in Workspace. When disabled, the Evaluations area does not appear.

Steps for Admins:

  1. Go to Aircall Dashboard > AI Assist > Settings
  2. Enable the option to allow agents to view their call scores

There are no per-agent, per-team, or per-call visibility controls in this version. The setting applies to all agents.

Access my Evaluations

Once enabled, agents can access their performance data directly in Aircall Workspace.

Steps:

  1. Open Aircall Workspace
  2. In the left navigation bar, select Evaluations
  3. The Evaluations dashboard loads automatically

You can only view your own data. Scores for other users are not accessible.

Understand the Evaluations dashboard

The dashboard provides an overview of your call evaluation results for a selected time period.

Scorecard selector

If multiple scorecards are used, select one at the top of the dashboard to filter all data. This includes your overall score, trend chart, section breakdown, and call list.

Time period filter

Filter your data by:

  • Today
  • Yesterday
  • Last 7 days
  • Last 30 days
  • Last 3 months
  • Custom date range

Key metrics

At the top of the dashboard:

  • Av. score: Your average evaluation score for the selected period, shown as a percentage with a trend indicator
  • Total calls: Number of evaluated calls in the selected period, also with a trend indicator

Score trend chart

The Average score over time chart shows how your score evolves over time, daily or weekly depending on the selected range. Use it to identify patterns and improvements.

Per-section breakdown

Each scorecard section is displayed as a separate tile with:

  • Section score
  • Trend indicator

These sections reflect your evaluation criteria.

Score source

Each evaluation shows whether it was:

  • Generated by AI
  • Reviewed and published by a human (QA-reviewed)

This helps you understand how each score was produced.

Review individual evaluated calls

The call list displays all evaluated calls for the selected period.

Select a call to open the detail view, which includes:

  • Overall score
  • Full scorecard breakdown
  • Call transcript
  • Call recording

Use this view to understand scoring details and identify areas for improvement.

Best practices

  • Check your scores regularly, ideally after each shift
  • Use trend data to evaluate progress over time
  • Filter by scorecard if you handle different call types
  • Review call details alongside scores for deeper insights

FAQs

I can't see Evaluations in my Workspace. Why not?

There are two possible reasons. First, evaluations are only available on plans that include AI Assist. Second, an Admin must enable the feature. Check with your administrator.

Can I see scores for my teammates?

No. Evaluations only display your own data.

What is the difference between an AI score and a QA-reviewed score?

An AI score is generated automatically after evaluation against scorecard criteria. A QA-reviewed score has been reviewed and published by a human, such as a manager or quality analyst.

Why are some time periods showing no data?

Data appears only for periods with evaluated calls. If none were scored, the dashboard will be empty. Try selecting a broader date range.

Can I filter by a specific scorecard?

Yes. Use the scorecard selector at the top of the dashboard to filter all data by scorecard.

Can I export Evaluations data?

Export is not available in the current version.

Will I receive notifications when a new score is available?

Notifications are not included in the current version. Check your dashboard regularly for updates.