Features · Call reviews
Call reviews and scorecards for sales calls
Pick a call, rate it line by line, and leave one note for the agent. LumaKol keeps the score, tells the agent, and averages their reviews into a QA score you can watch week by week.
14-day free trial, then paid plans from ₹399$9 per calling seat per month. Pricing
What it does
What call reviews do
Reports → Coaching → Calls to review lists the answered calls of 20 seconds or more in the period, with who made each one, when, how long it lasted, its outcome and any reviews so far. A Review button also sits on answered calls in a lead’s call history, for the call someone brings up in the stand-up. Owners, admins and team leads can also review from the LumaKol app: More → Work → Call reviews lists the last seven days’ answered calls to review, recorded ones first, and each teammate’s calls day by day, and a person’s card on the Team board opens their calls.
A review rates each line of the scorecard from 1 to 5 and keeps the result as a percentage, with a note for the agent. The default lines are greeting and introduction, understanding the customer’s need, product knowledge, handling objections, agreeing a clear next step, and tone and courtesy. Owners and admins can rename, add or remove lines.
Calls to review
Answered calls of 20 seconds or more. Team leads see their team’s calls; owners and admins see everyone’s.
Scored line by line
Rate each line from 1 to 5. Past reviews keep their percentage when the scorecard changes.
A note the agent reads
The agent is notified, and “My call reviews” in their own report shows each score with your note.
QA score in Coaching
Each caller’s QA score averages their reviewed calls, shown beside answer rate, talk time and time to first call.
No self-scoring
Agents cannot review their own calls.
Review from the phone
Managers open More → Work → Call reviews in the app, play a call’s recording where there is one, and score it on the same scorecard.
How it works
How to run a review
A few minutes per call.
- 1
Open Calls to review
Go to Reports → Coaching and pick the period. Choose a call, or press Review on a call in a lead’s history. In the app, open More → Work → Call reviews.
- 2
Score each line
Rate each line from 1 to 5 based on what you heard, live or with the agent.
- 3
Write one note
One thing that went well and one thing to do differently next time.
- 4
Watch the QA score
The caller’s QA score updates in Coaching. Compare it with their answer rate and follow-up discipline.
Who it’s for
Who it’s for
Team leads who coach
Leads who want a weekly routine: two calls per agent, scored the same way every time.
Growing calling teams
Teams onboarding new callers who need consistent feedback from more than one manager.
Owners tracking quality
Owners who want call quality next to call volume in the same report.
About recordings
- LumaKol does not record calls itself. Where the phone’s own dialer records a call and the agent has Sync dialer recordings on, the app saves the matched recording to the storage your workspace chose (Google Drive by default), and you can play it from the call while you review. Calls without a recording can still be scored from what you heard live.
Questions
More answers on the FAQ page.
Can I review a call without a recording?
Yes. A call can be scored from what you heard live or with the agent. The review works the same way.
Can I change the scorecard?
Yes. Owners and admins can rename, add or remove lines with Edit scorecard. Changes apply to new reviews; past scores keep their percentage.
Does the agent see the review?
Yes. The agent is notified, and “My call reviews” in their report shows each score with the reviewer’s note.
Who can review calls?
Owners, admins and team leads. Team leads see their own team’s calls, and nobody can score their own call.
Can I review calls on my phone?
Yes. Owners, admins and team leads open More → Work → Call reviews in the LumaKol app: To review lists the last seven days’ answered calls of 20 seconds or more, and By person shows one teammate’s calls day by day. Play a call’s recording where there is one, score it on the same scorecard, and the agent is told.
Is it on every plan?
Coaching and call reviews are part of every team plan. LumaKol has a 14-day free trial, then paid plans from ₹399$9 per calling seat per month.
Learn more
Related features, step-by-step guides and articles.
- ProductReports & coaching
- ProductCall recording for sales teams
- ProductCall logging
- GuideReports: funnel, lead sources, workload, outcomes, coaching and attendance
- ArticleTelecaller KPIs that predict results, and the ones that only look busy
- ArticleThe first week of a new caller: a day-by-day plan that gets them calling on day one
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