Use call grading to quickly assess call quality, coach team members, and maintain consistent customer experience across all locations.
Quick Start
1. Open your call evaluation workspace from the main navigation.
2. Go to the list of ungraded calls for the relevant employee or location.
3. Search and filter to find the call you want to review.
4. Open the grading view, listen to the recording, and complete the gradesheet.
5. Save your work to record the grade or exclude the call from grading.
Administrators can access the full list of ungraded calls across all locations. Managers and Evaluators see calls associated with the locations they are assigned.
Access Call Evaluations
1. In the left-hand navigation, select Evaluations to:
Grade or exclude calls from grading in your To-Do list.
View all calls and grade calls on an ad-hoc basis.
Grade locations.
Assign calls to the Call of Fame.
When you open Evaluations, the default view is your To-Do list, which contains grading tasks that are pending a final grade or exclusion request.
Select Employee to see the full list of ungraded calls.
Search For A Specific Call
1. If you know any call information, type it in the Search box. The list updates dynamically as you type. You can search by Customer / Lead name or Call ID.
2. Filter the list with the Filter by Call Type pulldown. Options include:
All Inbound or Outbound
Collection Inbound or Outbound
Customer Inbound
Follow-Up
Lead Inbound
Non-Lead
Payment Inbound
Unprocessed
3. Use the Filter by Location option to filter calls by the location they are associated with.
4. Use the Filter by Time option to filter the list by when the call occurred. Options include:
All Time (no filters, original list view)
Today
Past 7 days
Past 30 days
Custom timeframe
Note: Starting August 26, 2026, we'll begin archiving records in Storable CRM. As the data archival proceeds, the list will gradually display fewer records. On September 21st, 2026, the data will be displayed for the previous 13 months. This helps ensure faster page loads. Please note, your data isn't deleted from Storable CRM; it will remain safely stored in your system.
5. The plus sign provides Additional Filters. You can filter:
By Employee
By Grade
By Grader
By Score
6. After selecting filters, select Apply to update the list.
7. RSelect Reset to remove filters and return to the original list.
Grade the Call
1. When you identify the call you want to grade, select Grade to open the gradesheet and the associated Lead or Customer card.
2. Before grading, hover over the call icon to view the call Summary and Sentiment rating (Positive, Neutral, or Negative). Click here to learn more about Summary and Sentiment.
After you select Grade, the call grading screen opens. See below for details related to the top, middle, and bottom of the call grading screen.
The top of the call grading screen provides these options:
If this call was already graded (self or peer), use the arrows under Grades to review, edit, or confirm an existing grade.
Select the Play icon
to listen to the call recording.
Select the download icon
to save the audio file to your computer.
Select the PDF icon
to download the gradesheet as a PDF (if available).
When you finish grading, select Save. The gradesheet and interaction card close, and you return to the Employee list.
The middle of the call grading screen provides these options:
If, after listening to the recording, you realize a different user is speaking than the one listed, open the Employee dropdown and choose the correct user. The new user will be associated with the grade when you select Save.
After you complete the gradesheet, add a note that applies to the entire interaction. Select the note field and enter your comments.
If this is a model call others should learn from, select the Add to Call of Fame checkbox. The call appears in everyone's Call of Fame tab.
Select the Do Not Grade option to remove the call from the user's and any peer To-Do list (for example, if there are audio issues or the call is unrelated to storage).
Before grading, use the Score dropdown to select the grade sheet to use. See Create a Gradesheet for more information.
The bottom of the call grading screen provides these options:
To remove a question from contributing to the overall grade, select the checkbox next to N/A. The points for that question are removed from the total.
After listening to the call and reading the question, drag the grade indicator (blue dot) to adjust the score. The section and overall grade are automatically updated.
After grading a question, you can add an explanatory note by selecting the note field for that question. Note: This optional note applies only to the specific question.