Call Analysis·Updated Aug 21, 2026
Understanding Scores
Learn how KendoAI scores your sales calls across key competencies.
Scoring Overview
KendoAI evaluates the current call against the scorecard selected by your team's Call Routing or default-scorecard settings. Criteria receive evidence-led verdicts that roll into a 0-100 overall score.
The analysis uses the speaker-attributed transcript and configured sales criteria. Kendo does not infer emotion, confidence, honesty, intent, or personality from volume, pitch, energy, or other raw voice characteristics.
Core Scoring Categories
Discovery - How well you uncovered the prospect's needs, challenges, and goals. Includes qualification questions and active listening.
Presentation - How effectively you communicated your solution's value in terms relevant to the prospect's situation.
Objection Handling - How you addressed concerns and pushback. Includes acknowledgment, reframing, and resolution.
Closing - Your effectiveness at advancing the deal, including next steps, commitments, and asking for the business.
Rapport - Evidence in the conversation that the rep listened, personalized the discussion, and built a productive working connection.
Communication - Transcript-supported clarity, relevance, question quality, and conversational structure.
Overall Score - A weighted average of all categories based on your scorecard settings.
These are the default categories. Custom scorecards (e.g. BANT, MEDDIC) can redefine the categories and weights — see Custom Scorecards.
What the Call Report Shows
The report separates factual call reality from scorecard judgment:
A concise overview of why the call happened, confirmed needs or objections, what the rep did, and the concrete outcome
Confirmed next steps and unresolved sales risks
Overall score and review status
Criterion execution levels, scores, rationale, and cited transcript evidence
Attendance, participants, CRM context, deal outcome, and source playback when available
What Does Not Change the Score by Itself
A win, loss, stalled deal, poor-fit prospect, or no-decision outcome does not automatically raise or lower the rep's score. Kendo grades how the rep executed the configured process unless a criterion explicitly evaluates how that context was identified or handled.
Rep history is used for trends and coaching, not injected into the judgment of the current call. This keeps one call's score grounded in that call's evidence.
Score Interpretation
How to interpret your scores:
90-100 - Excellent. You demonstrated mastery in this area.
70-89 - Good. Solid performance with room for improvement.
50-69 - Average. Key opportunities to develop.
Below 50 - Needs work. Focus training on this area.
Track scores over time to see improvement trends.
Detailed Breakdown
Open a criterion to review the execution level, score, rationale, and transcript moments that support the verdict. Evidence references resolve to the stored transcript rather than invented dialogue.
A criterion can be not applicable when the call did not create a fair opportunity to demonstrate it. The scorecard's configured weighting determines how applicable criteria contribute to the overall score.
Manager Review and Calibration
Owners and Administrators can review a criterion and mark it accurate, too strict, too generous, wrong, or not applicable. When correcting it, select the approved execution level and add an optional manager note.
A supported transcript moment can also be saved as a golden example for the same scorecard and criterion. Kendo validates the cited evidence before storing it and does not reuse that example as evidence for another call.
Calibration improves consistency over time without changing the historical transcript. Use it for material judgment errors, not minor wording preferences.
Custom Scorecards
Teams can create custom scorecards that match their sales methodology:
Add or remove scoring categories
Adjust category weights
Define custom criteria
Set benchmarks for your team
See the Custom Scorecards guide for setup instructions.