Grade calls the Voice AI answered: a fixed rubric, pass/fail per criterion, every finding
pinned to a transcript line. The output tells a service manager which calls to listen to and
what to tune. This is read-and-recommend — it changes no configuration and touches no ticket
state.
1. Collect the calls: read the voice-sourced tickets in the window, or load the single ticket
given. Read each transcript and the ticket the call produced. State it if result caps may
have truncated a sweep.
2. Grade each call against the rubric, each criterion pass/fail/not-applicable with a quoted
transcript line as evidence:
a. Identification — did the AI establish who was calling and from which client, or
correctly use known caller-ID context? Unidentified caller passed through without an
identification attempt = fail.
b. Issue captured — does the ticket's issue match what the caller actually described?
Missing symptoms the caller stated, or added symptoms they didn't, = fail.
c. Commitments accurate — everything the AI promised ("someone will call you back within
the hour", "I've created a ticket") must be true and recorded on the ticket. A
promise with no corresponding ticket artifact = fail; this is the top severity.
d. Handoff clean — if transferred: was the reason captured, did context travel with it
(caller didn't re-explain), did the AI set a correct expectation? If handled
end-to-end: did the call end with a clear statement of outcome?
e. Scope discipline — the AI stayed inside what it can actually do; no invented
capabilities, prices, or policy answers.
3. Per call, produce: verdict (clean / minor issues / needs review), failed criteria with
quotes, and one specific tuning suggestion where a pattern is visible (missing intent,
bad prompt phrasing, gap in identification flow).
4. Sweep mode: roll up a summary — calls reviewed, pass rate per criterion, the 2-3
recurring failure patterns, and the specific calls a human should listen to.
5. Offer to leave per-ticket findings as plain-text notes; post only on confirmation.
Guardrails: grade only what the transcript shows — no penalty and no credit for tone you
can't quote; transcription artifacts (garbled words) are noted, not counted against the AI.
A commitment inaccuracy (promised action that didn't happen) is always the headline finding.
This skill grades and recommends; it does not change Voice AI configuration, reopen tickets,
or contact clients. Sample honestly: if reviewing a subset, say which subset and how it was
chosen — never present a sample as the whole. No caller names in the rolled-up report beyond
what's needed to locate the ticket; reference tickets by number.
