Build custom AI scorecards that evaluate the interactions you choose, on the criteria that matter to your operation. Score what you need, when you need it, and turn the results into coaching that sticks.
50-75%
Cost Savings
90%
Reduction in QA Evaluation Time
97%
Accuracy
The Problem
When your quality program depends on people, time, and calibration, every spike in volume or shift in requirements becomes a bottleneck.
Every manual evaluation requires a person to listen, read, and score the full interaction. When volume increases, you either hire more QA analysts or evaluate less. When volume drops, those resources sit idle. There's no way to flex without changing headcount.
Two analysts will score the same conversation differently. Regular calibration sessions help, but they take time and never fully close the gap. The more analysts you add, the harder it gets to maintain consistency and accuracy
When you can only review a fraction of your conversations, you get a fraction of the picture. Limited evaluations with limited criteria mean limited data. You're making decisions about agent performance, coaching priorities, and customer experience based on a sliver of what's actually happening.
How It Works
Go from scorecard to actionable insight in three steps, with AI doing the heavy lifting so your team can focus on what matters.
Create custom AI scorecards using the easy creation wizard. Define the criteria that matter to your operation. Compliance, empathy, resolution, sales behaviors. Build as many scorecards as you need for different teams, channels, or scenarios.
FiveLumens scores conversations against your scorecard criteria automatically. Every evaluation captures standard metrics like sentiment, CSAT factors, and NPS-related behaviors alongside your custom questions, so you see the full picture.
Review evaluations individually or across your team through standard reports. Every scorecard connects to a coaching form, so findings flow directly into targeted coaching sessions. What you find becomes what you fix.
Features
Build scorecards your way, evaluate on your terms, and connect every finding to coaching that drives real improvement.
Custom AI Scorecards
No two operations evaluate the same way. FiveLumens lets you build custom AI scorecards around the criteria that matter to your business. Define what good looks like for your teams, your channels, and your scenarios. The easy creation wizard means you can build and refine scorecards quickly without any technical setup.
Scalable Interaction Coverage
You control the scope. Whether you’re scoring a targeted sample or evaluating thousands of interactions across teams and channels, FiveLumens scales to your requirements without adding QA headcount.
Data Collection Beyond Scoring
Traditional scorecards tell you whether a behavior happened or not. But some of the most valuable information isn’t a yes or no. FiveLumens includes metadata fields that let you capture details like cancellation reasons, competitor mentions, product feedback, or anything else your operation needs to track. Every data point is accessible and exportable, giving your team the raw material to analyze trends and make better decisions.
Connected Coaching Workflows
Scorecards link directly to coaching forms, so evaluation results flow seamlessly into targeted agent development. No manual handoffs, no lost context. Just a straight line from finding to fixing.
Automated Quality In Action
Real scenarios. Real results
Who It's For
From the QA floor to the compliance office, FiveLumens gives everyone the data and tools they need.
Scale oversight across every team and channel without scaling your QA headcount. Get clear
visibility into quality trends and agent performance across your operation.
Stop spending hours pulling data and chasing down evaluations. With QA results delivered directly to you, spend more time coaching your team and driving performance instead of gathering information.
Review evaluated interactions against regulatory and process requirements more efficiently. Use Audit scorecards to conduct research and process analysis without impacting agent scores. Spend less time listening to calls and more time acting on findings.
Use QA data to understand performance trends at the individual and team level. Identify where to focus training efforts and design targeted role plays or courses for specific agents or the entire floor. The evaluations give you the data to know what to build and who needs it.
Take a guided walkthrough of the platform and see it in action with your own data. We will show you how coaching and training work together while building a custom AI scorecard tuned to your real conversations.
