ECOLOR AutoConnect

Contact center Call evaluation & quality scoring with 3CX

Score agents and calls against clear criteria, store results and ratings, and report KPIs — supervisor-led evaluation inside ECOLOR AutoConnect, which extends your 3CX system.

Supervisors score calls and agents against a scorecard ECOLOR designs with you, building a measurable QA program you can track and improve over time.

Book a consultation Call us9200 33987 WhatsApp

Agent QA & scoring
Supervisor workflows
KPI reporting

What is call evaluation & quality scoring?

Call evaluation and quality scoring is the process where supervisors evaluate interactions — calls and service — against pre-defined criteria, assign a score or rating, and store the result for tracking and reporting. It is human, supervisor-led evaluation, not automatic AI scoring.

Inside ECOLOR AutoConnect, the evaluation capability supports agent evaluation, call and service quality scoring, ratings, stored evaluation results, and KPI reporting. Supervisors use it to run QA programs: they score agents and calls against your criteria, track scores over time, and report the KPIs that matter to your operation. ECOLOR’s value-add is designing the scorecard and criteria, the supervisor workflow, and the KPI reporting.

ECOLOR AutoConnect is an ECOLOR-developed automation platform that integrates with and extends 3CX. It is not part of 3CX and was not developed by 3CX. It is separately licensed and supports multi-tenant deployments. The evaluation described here is supervisor/manual scoring — we do not claim an AI listens to and scores every call automatically.

Evaluate agents against clear, defined criteria
Score call and service quality with ratings
Store evaluation results and generate reports
Track KPIs over time for coaching and improvement

What quality scoring gives you

Score against criteria

Evaluate every interaction against a defined scorecard so scores are fair, consistent, and comparable across the team.

Agent evaluation

Assess each agent’s performance over time, surface strengths, and identify concrete coaching opportunities.

Ratings & KPIs

Store scores and ratings and turn them into clear KPI reports supervisors and management can act on.

Supervisor workflows

Give supervisors a structured path to score, review, and sign off on interactions inside AutoConnect.

Track over time

Monitor quality trends for individuals and teams to catch improvement or decline early.

Consistent quality

Apply the same standard to everyone so service is evaluated fairly and consistently.

What you can evaluate

Area	Example	Output
Agent performance	Script adherence, tone	Score & rating
Service quality	Resolution, accuracy	KPI
Compliance to process	Steps followed	Pass/fail
Trends	Team over time	Reports

Supervisor/manual scoring (AI auto-scoring is not claimed). ECOLOR AutoConnect is ECOLOR-developed and extends 3CX; separately licensed.

How ECOLOR sets up evaluation

Define the scorecard
We design clear, fair evaluation criteria with you that reflect your service goals and process adherence.
Set up supervisor workflow
We configure the path for supervisors to score, review, and approve interactions inside AutoConnect.
Score interactions
Supervisors evaluate calls and service against the criteria and assign scores and ratings.
Report KPIs
We turn results into clear KPI reports for supervisors, team leads, and management.
Coach & improve
Use the results for coaching and quality improvement — not just measurement.

How evaluation works

Interaction happensSupervisor scores against criteriaResults & ratings storedKPI reports for coaching

What you need

3CX system
ECOLOR AutoConnect (separately licensed)
Evaluation criteria / scorecard
Supervisors to score

ECOLOR helps you design the scorecard, supervisor workflow, and KPI reporting to fit how your team works.

Saudi deployment notes & limits

Define fair, clear scoring criteria that both agents and supervisors understand, so the QA program is accepted and seen as objective rather than arbitrary.

This is supervisor/manual scoring, not automatic AI scoring. It relies on supervisor time to listen to and evaluate interactions, so scope the number of evaluations per agent to what your supervisors can sustain.

Use results for coaching, not just measurement. Scoring that only measures without feeding back into agent development rarely improves customer experience over the long term.

Frequently asked questions

What is call quality scoring?

It is evaluating calls and service against pre-defined criteria to assign a score or rating, then storing the result for tracking and reporting — carried out by supervisors.

Does the AI score calls automatically?

No — supervisors score against your criteria. This is supervisor/manual evaluation; we do not claim an AI automatically listens to and scores every call.

Can I evaluate agents and report KPIs?

Yes — you can evaluate each agent’s performance, store scores and ratings, and turn them into clear KPI reports for management.

Can I track quality over time?

Yes — you can track quality trends for individuals and teams over time to catch improvement or decline early.

Does it work with 3CX?

Yes — AutoConnect extends 3CX and integrates with it. It requires a 3CX system and a separate AutoConnect license.

Is AutoConnect part of 3CX?

No — ECOLOR AutoConnect is ECOLOR-developed and separately licensed. It extends 3CX but is not part of it and was not developed by 3CX.

Improve call quality with ECOLOR AutoConnect

Build a measurable QA program: a clear scorecard, supervisor workflows, and KPI reporting that drive coaching and continuous improvement. Talk to the ECOLOR Technologies technical team about setting up evaluation on your 3CX system.