Your Rubric. Your Thresholds.
Your Coaching Voice.
Call Coach IQ isn't a one-size-fits-all scorecard. Rubrics, coaching triggers, compliance rules, team structure, and notification behavior are all built around how your center actually operates — not a generic default.
Business Context — Not Just a Rubric
A rubric tells the AI what to check. Business context tells it what your company actually is — so every check is graded against your reality, not a generic script.
Where it's configured
Admins fill in a company-wide Business Context field describing your products, services, industry, terminology, subscription tiers, and common objections. A related field, the Caller Verification Policy, defines the only identity-check methods agents are approved to use — both feed directly into the AI.
How it's used
That text is injected into the AI's prompts across scoring, coaching, rubric analysis, and live training — so the model understands your products, plans, and policies every time it evaluates or coaches a call, not just when grading a rubric.
Why it's better
Generic call-scoring AI gives generic, one-size-fits-all feedback. With business context, coaching references your actual products, terminology, and objections — so agents get advice they can act on immediately, not translate themselves.
Rubric Customization, In Practice
A default rubric checks the basics. A customized rubric checks what actually matters for your industry, your compliance obligations, and your revenue motion.
Before — Default Generic Rubric
- Greeting: Did the agent greet the customer professionally?
- Listening: Did the agent listen without interrupting?
- Resolution: Was the customer's issue resolved?
- Closing: Did the agent close the call politely?
After — Customized for a Telecom Retention Team
- PIN Verification: Was the caller verified using the 4-digit account PIN only — never DOB or SSN?
- Retention Offer: Was the loyalty discount offered before any cancellation was processed?
- Regulation Disclosure: Was the required E911 disclosure read verbatim before service activation?
- Escalation Path: Was a supervisor looped in within policy for any billing dispute over $200?
Admin Controls
Set the rules the whole company scores, coaches, and reports against.
Rewrite the full rubric text used to grade Sales, Support, Cancellation, Tech Support, and Warm Transfer calls — or add company-specific criteria like PIN-only verification.
Assign each rubric criterion a numeric weight (e.g. "Empathy = 30, Clarity = 20") so the AI-computed overall score is a true percentage-weighted average instead of a simple mean — with a live percentage preview per criterion.
Define required or forbidden phrases, write plain-English AI grading instructions per rule, and mark rules as outbound-only or skip-on-outbound.
Tune the tone and rigor of four separate AI personas — scoring, rubric analysis, coaching, and live training — so results sound like your QA team, not a generic template.
Set the overall score threshold, medium/strong score bands, the auto-coaching trigger score, an optional per-metric threshold, and which of 7 signals (low score, missed opportunities, warm transfer, churn risk, and more) can fire Immediate Coaching.
Create teams and assign each one a specific scoring rubric and dashboard type (Customer Service or Tech Support), so different departments are graded and monitored on their own terms.
Set company-wide targets for Avg. Score, CSAT, Resolution Rate, Handle Time, Call Volume, Close Rate, and per-rubric-metric goals — each individually toggled on or off for the My Performance page.
Control how many consecutive days in the Critical burnout tier trigger the first alert, and how often follow-up alerts re-fire while the condition persists.
Save a named set of notification preferences at the company level and apply it to new hires during onboarding.
Control which KPI tiles appear on the Realtime Dashboard, the live-poll interval, alert de-duplication window, and default follow-up event timing.
Require specific call metadata (agent, team, direction, recording) before a call enters the AI pipeline, and set duration caps that route outliers to manual review.
Manager Controls
Build reports, schedule digests, and act within your assigned team.
Filter call records, coaching sessions, and more by any combination of fields, choose the columns to include, and export or email the results as CSV — including scheduled digests.
Build recurring coaching-email digests scoped to a team or a specific agent, filtered by score range, rubric type, call direction, and compliance status.
View and act on Coaching Hub, dashboards, and call queues filtered to their own team — configured by an admin's team assignment, not self-serve.
Same personal controls as agents (below) — enable/disable, delivery channel, and frequency — for every manager-facing alert.
Agent Controls
Control how and when you're notified — without touching company-wide scoring.
Turn each alert type on or off, choose in-app, email, or both, and set the delivery frequency to instant, daily digest, or weekly digest.
One switch routes every notification to in-app only, without losing the underlying per-alert configuration.
Preview and apply another teammate's notification settings, or an admin-published template, before saving.
Download personal notification settings as JSON and re-import them — useful when moving between companies or restoring a known-good configuration.
Who Configures What
Admin
Company-wide rubrics, thresholds & rules
Manager
Team reports, digests & queues
Agent
Personal notification preferences
Settings flow one direction — company-wide rules an admin sets are never overridden by a manager or agent's personal preferences.
Owns rubrics, compliance rules, coaching thresholds, AI personality tuning, team-to-rubric assignment, and performance goals — the settings that define how the whole company is scored.
Builds custom reports and export schedules, sets up coaching digests for their team, and manages their own notification preferences.
Controls personal notification delivery and frequency only — scoring rubrics and coaching thresholds are set above them, consistently, for fairness across the team.
A note on rollout: Call Coach IQ accounts are provisioned by our team after a demo, not self-serve signup. Your rubric, coaching thresholds, and AI coaching voice are configured together during onboarding — so your account is scoring correctly against your standards from the first call, not a generic default you have to discover and fix later.
Related
Bring Us Your Rubric
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