# Score support calls against your quality checklist

Upload a recorded support call and get it scored against the quality checklist in the prompt (greeting, verification, understanding the issue, resolution, tone, closing), with evidence and coaching notes for each item. When the scorer is unsure, a supervisor is asked to confirm the score or rescore the call by hand. Accepts MP3, WAV, AAC, OGG and FLAC recordings.

**Use cases:** Customer support, Operations

**Tags:** call quality, QA, quality assurance, scorecard, call center, coaching, audio, human in the loop

[Create this agent](https://seclai.com/agent-examples/create/support_call_quality_review)

## How it starts

Trigger: dynamic input.
Accepts files: Call recording.

## What it needs

No knowledge base, memory bank or connection to create first.

## Steps

- Listen and score the call
- Parse and validate the score
- Is the scorer unsure?
  - If yes: Supervisor confirms the score
  - Otherwise: Scored without review
- Show the scorecard