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Review Agent Calls

Goal: Listen to call recordings, rate agent performance, and log structured feedback that feeds your quality-control process. Who does this: Sales Manager Before you start: Calls must have been logged by agents and call tags must exist (see Set Up Your Sales Process). Call recordings are attached at the individual lead level.

Steps​

  1. Sales Manager Find a call to review. Open any lead profile and go to the Call History tab to see a list of all calls logged against that lead, including any attached recordings. Listen to a recording directly from this view. See The Call History Tab.

  2. Sales Manager Open the Call Reviews queue. Navigate to Call Reviews in the main sidebar. This page aggregates calls across all leads and agents, making it easier to work through a batch of reviews in one session. See Call Reviews.

  3. Sales Manager Rate a call. Find the call you want to review and open the rating pop-up. Fill in:

    • Call Type — the category of the call
    • Call Tags — outcome tags (e.g., Answered, Callback Requested)
    • Rate — a score from 0–10
    • Comment — specific feedback for the agent

    Click Submit to save the review.

  4. Sales Manager Check aggregate ratings. Go to Leads → Call Rating Report to see compiled scores across your team over time. This report is useful for spotting patterns — agents with consistently low scores, or a team-wide drop after a product change. See Performance Tracking.

What happens next​

Submitted ratings are stored against the call record and visible on the agent's profile under Leads → Insights → Call Insights. Agents do not receive an automatic notification — share feedback directly in your team's normal coaching flow. Ratings feed the Call Rating Report for trend analysis.