Grade your calls (Exemplar to Bad) and why it matters

Grading calls is the single most direct way to make Riley better at selling for your shop. Every call detail page has a quality rating control with five labels, and the calls you grade become the training material for fine-tuning runs - so a minute of grading today shapes how Riley handles calls tomorrow.

The five quality labels

On any call's detail page you can mark the call as one of:

• Exemplar: this is exactly how a call should go. The gold standard you want more of.
• Good: solid call, minor room to improve.
• Acceptable: fine, but nothing to imitate.
• Poor: noticeably off - wrong tone, missed opportunity, clumsy handling.
• Bad: this call went wrong and should never be repeated.

There is also an optional notes field next to the labels. Use it to say why - "nailed the sympathy tone," "quoted the old delivery fee," "should have offered the upgrade." Notes turn a bare grade into feedback a human (or a future you) can act on.

How to grade a call

1. Open the Calls page and click a call to open its detail page.
2. Listen to the recording or skim the transcript.
3. Find the quality rating control, pick the label that fits, and add a short note if something specific stood out.

Why it matters: graded calls feed fine-tuning

Your grades are not just bookkeeping. Graded calls are the input for fine-tuning runs, which train Riley on your shop's own best calls. The full loop looks like this:

1. Grade calls as you review them, especially the standouts in both directions - Exemplar calls show Riley what to do more of, and Bad calls show what to avoid.
2. Start a training run from the Fine-tune training page.
3. Compare the fine-tuned result against your baseline on the Analytics page, which includes an A/B baseline vs fine-tuned comparison.

A grading habit that pays off

You do not need to grade every call. The extremes carry the most signal: when a call makes you think "that was perfect" or "ouch," take ten seconds to label it. A steady trickle of honest grades builds a training set that reflects how your shop wants calls handled - your standards, your tone, your customers.

Still stuck? Submit a ticket from this help center and we'll take it from there.