Documentation Index
Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
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What is Pulse Score?
Pulse Score is Brilo’s built-in quality rating for every call your AI agent handles. Instead of manually listening to recordings to figure out how your agent is doing, Pulse Score automatically reviews every single call and gives it a rating from 1 to 5. Think of it as checking the pulse of every customer call — how healthy was the interaction? Did the customer get what they needed? Was the experience smooth? Every time your AI agent finishes a conversation, Pulse Score analyzes what happened and tells you exactly how it went — and why.Pulse Score appears automatically on every eligible call within about a minute after the call ends. No setup required.
How is the Score Calculated?
Each call is evaluated on four key areas that together capture the full picture of a customer interaction:| Area | What it Measures |
|---|---|
| Resolution | Did the caller get what they called for? |
| Clarity | Were the AI’s responses accurate and easy to understand? |
| Effort | How easy was it for the caller to get their answer? |
| Sentiment | How did the caller feel during and after the call? |
What Does Each Score Mean?
| Score | Label | What it Means | Color |
|---|---|---|---|
| 5 | Excellent | The caller’s issue was fully resolved, communication was clear, and the caller was satisfied | Green |
| 4 | Good | The issue was resolved with only minor friction | Light Green |
| 3 | Neutral | The issue was partially resolved, or resolved but with noticeable friction | Yellow |
| 2 | Poor | There were significant issues — the caller was likely frustrated | Orange |
| 1 | Bad | The issue was not resolved, the AI was confused, or the caller was upset | Red |
What Each Area Looks At
Resolution
Did the customer actually get what they called for? This is the most important factor in your Pulse Score. Positive signals:- The caller confirms their question was answered
- The conversation ends with a natural goodbye
- The issue was clearly addressed
- The caller hangs up abruptly
- The question goes unanswered
- The caller asks to speak to a human out of frustration
Clarity
Were the AI’s responses accurate, clear, and helpful? Positive signals:- Correct information provided
- No contradictions in the conversation
- Responses were at the right level of detail
- Incorrect or made-up information
- Contradictory statements
- Vague or confusing answers
Effort
How hard did the caller have to work to get their answer? Positive signals:- Issue resolved in just a few back-and-forth exchanges
- No need for the caller to repeat themselves
- No unnecessary transfers
- Caller had to repeat themselves multiple times
- Long, circular conversation for a simple question
- Unnecessary transfers or hold time
Sentiment
How did the caller feel throughout the call? Positive signals:- Caller says “thank you” or expresses satisfaction
- Positive, relieved, or happy tone
- Ends on a good note
- Frustrated or angry language
- Sarcasm or impatience
- Negative tone that gets worse as the call goes on
Real-World Examples
Example 1: A Great Call (Score: 5)
Caller: “Hi, I’d like to book an appointment for next Tuesday at 2 PM.” AI Agent: “Sure! I have an opening next Tuesday at 2 PM. I’ll book that for you. You’ll receive a confirmation text shortly. Is there anything else I can help with?” Caller: “No, that’s perfect. Thank you!”
| Area | Score | Why |
|---|---|---|
| Resolution | 5 | Appointment booked exactly as requested |
| Clarity | 5 | Clear, accurate response with confirmation details |
| Effort | 5 | Done in two exchanges — couldn’t be easier |
| Sentiment | 5 | Caller said “perfect” and “thank you” |
Example 2: A Good Call with Minor Friction (Score: 4)
Caller: “I need to reschedule my appointment.” AI Agent: “I’d be happy to help. Can I have your name?” Caller: “It’s Sarah Johnson.” AI Agent: “I see your appointment on Thursday at 10 AM. When would you like to reschedule to?” Caller: “How about Friday?” AI Agent: “I have openings at 9 AM, 1 PM, and 3 PM on Friday.” Caller: “1 PM works.” AI Agent: “Done! Your appointment is now Friday at 1 PM. You’ll get a confirmation text. Anything else?” Caller: “Nope, thanks!”
| Area | Score | Why |
|---|---|---|
| Resolution | 5 | Successfully rescheduled |
| Clarity | 5 | Gave clear options |
| Effort | 4 | Took a few more exchanges than ideal, but smooth |
| Sentiment | 4 | Positive ending, though not enthusiastic |
Example 3: A Mediocre Call (Score: 3)
Caller: “I want to know if my order has shipped.” AI Agent: “Can you give me your order number?” Caller: “It’s 4582.” AI Agent: “I’m looking into that. Can you also give me the email address on the account?” Caller: “sarah@email.com.” AI Agent: “I see your order. It looks like it’s been processed.” Caller: “But has it shipped? When will I get it?” AI Agent: “Your order is in the fulfillment stage. You should receive an update soon.” Caller: “That doesn’t really tell me much… okay, I guess I’ll wait.”
| Area | Score | Why |
|---|---|---|
| Resolution | 3 | Partially answered — didn’t give a shipping date or tracking info |
| Clarity | 3 | ”Fulfillment stage” is vague, no concrete details |
| Effort | 3 | Had to give order number AND email, then still didn’t get a clear answer |
| Sentiment | 2 | Caller sounded disappointed and gave up |
Example 4: A Bad Call (Score: 1)
Caller: “I was charged twice for my subscription.” AI Agent: “I can help you with your subscription. What plan are you on?” Caller: “I don’t know the plan name. I was just charged twice. Can you look it up?” AI Agent: “I’d need your plan name to look into billing issues.” Caller: “I just told you, I don’t know. Can you search by my email?” AI Agent: “I can help you with your subscription. What plan are you on?” Caller: “This is going in circles. Let me talk to a real person.”
| Area | Score | Why |
|---|---|---|
| Resolution | 1 | Issue completely unresolved |
| Clarity | 1 | AI repeated itself and couldn’t adapt |
| Effort | 1 | Caller had to repeat themselves, went in circles |
| Sentiment | 1 | Caller was frustrated and demanded a human |
Safety Flags
Beyond the 1–5 score, Pulse also monitors for critical issues on every call:- Hallucination
- Compliance Concern
- Off-Script Behavior
Where to Find Pulse Score
Call Log
Every call in your call history shows a color-coded Pulse badge. You can sort and filter by score to quickly find calls that need attention.
Call Details
Click into any call to see the full Pulse breakdown — the overall score, individual scores for each of the four areas, and a short explanation for each rating.
Which Calls Get Scored?
Most completed calls receive a Pulse Score automatically. In some cases — such as very short calls or calls without enough conversation — a call may not be eligible for scoring. These calls will simply show as “Not scored” in your call log.Tips for Improving Your Pulse Score
Improve Resolution
Improve Resolution
Make sure your AI agent has access to the right information. If callers frequently ask questions the agent can’t answer, update your agent’s knowledge base or FAQs. The most impactful thing you can do is ensure the agent can actually solve the problems people call about.
Improve Clarity
Improve Clarity
Review calls with low Clarity scores. If the agent is giving vague or incorrect answers, check that your knowledge base entries are specific and up-to-date. Avoid jargon — your agent should speak in plain, customer-friendly language.
Reduce Effort
Reduce Effort
If callers are repeating themselves or going back and forth too many times, your agent might be asking unnecessary questions. Streamline your conversation flows so the agent gets to the answer faster.
Boost Sentiment
Boost Sentiment
Sentiment often follows the other three areas — if the issue is resolved quickly and clearly, callers tend to be happy. But also review your agent’s tone and personality settings to make sure it sounds warm, helpful, and professional.
Frequently Asked Questions
How quickly does the Pulse Score appear after a call?
How quickly does the Pulse Score appear after a call?
Pulse Score typically appears within 60 seconds of a call ending. While it’s being calculated, you’ll see a “Scoring…” status on the call.
Can I customize the scoring criteria or weights?
Can I customize the scoring criteria or weights?
Not yet. The current scoring criteria and weights are optimized based on industry best practices for customer service quality. Custom criteria and weights are on our roadmap.
Does Pulse Score work for chat and SMS too?
Does Pulse Score work for chat and SMS too?
Pulse Score is initially available for voice calls. Support for chat, SMS, and email channels is coming soon, with criteria tailored to each channel.
What does 'Not scored' mean?
What does 'Not scored' mean?
It means the call wasn’t eligible for scoring. This is normal for very short calls or calls without enough conversation, and nothing to worry about.
Is the Pulse Score visible to my callers?
Is the Pulse Score visible to my callers?
No. Pulse Score is only visible to you and your team in the Brilo portal. Your customers never see it.
Can I score old calls that happened before Pulse was enabled?
Can I score old calls that happened before Pulse was enabled?
Yes. Retroactive scoring for historical calls is available. Contact our support team to enable it for your account.