Every conversation, graded fairly.
MCM AI scores every single conversation against your own scorecards. Calls and chats get consistent grades, each backed by evidence, so quality is measured across the board and your team can focus on coaching.
Not a sample. Every single one.
Reviewing by hand means choosing a few calls and hoping they are typical. MCM AI scores all of them, so nothing good or bad slips by unseen.
Illustrative example.
Decide what matters most.
Build scorecards from your own criteria and weight each one. Try it: change how much each criterion counts and watch the overall score respond.
Overall score now: 81. Scorecards can also be calibrated so every reviewer scores the same way.
- GreetingExcellent
- EmpathyStrong
- AccuracyStrong
- ClosingCoach
Illustrative example
Every grade shows its working.
A score on its own is easy to argue with. MCM AI points to the exact moment behind each grade and links the clip, so agents and managers can see why a result landed where it did.
- The moment behind the grade is highlighted
- The clip is one click away
- Agents can see it too, and dispute a score if they disagree
A grade is where coaching starts.
Scoring works for voice and chat alike, and what happens next matters as much as the number itself.
Scores that can be questioned
If an agent disagrees with a grade, they can raise it. Because every score links to its evidence, the conversation is about facts.
Progress you can follow
Agents and managers can track how scores move over weeks, so improvement is visible and easy to celebrate.
Friendly competition
Team leaderboards turn quality into something people want to climb, instead of something they dread.
A plan for each person
Patterns in an agent’s conversations shape a personal coaching plan with short, focused lessons.
From call to coaching plan.
Scoring is only the start. The results feed the coaching your supervisors run, planned with Workforce Planning.
- 1
The conversation ends
A call or chat finishes, and it is queued for scoring automatically, with no one needing to pick it.
- 2
It is graded against your scorecard
MCM AI applies the criteria and weights your team set for greetings, empathy, accuracy, closing and more.
- 3
The evidence is attached
Each grade points to the exact moment behind it, so the score can be understood and, if needed, challenged.
- 4
Coaching follows
Patterns across an agent’s conversations turn into focused coaching, which a supervisor can review and assign.
Quality you can actually trust.
Fair and consistent
Every agent is graded by the same scorecard in the same way, so one reviewer’s mood never decides a result.
Coaching over listening
QA specialists stop spending their days replaying calls and start spending them helping people improve.
Agents see their own results
Grades, evidence clips and coaching plans are visible to the agent, so feedback is never a surprise.
Safe to review, fair to everyone.
Recordings you can review safely
MCM AI hides card numbers and personal details from recordings, so reviewers can listen without exposing what should stay private.
Calibration built in
Scorecards can be calibrated so every human reviewer scores the same way as the AI and as each other.
What pairs with quality scoring.
Auto QA & Coaching
The product this feature belongs to. Related: AI Agent Assist and Warm handoff to humans.