How to Edit Eve's Call Scoring Criteria

Last updated: September 28, 2026

Call scoring rates how an intake call was handled, on the same 0 to 100 scale as lead scoring, with written reasoning attached. Where lead scoring evaluates the case, call scoring evaluates the intaker.

Eve's call scoring starts with a default outline covering nine areas:

  • Introduction and how the call opens

  • case information gathering

  • selling the firm and the attorney

  • empathy and active listening

  • responsiveness to the caller's questions

  • call management and efficiency

  • closing and next steps

  • compliance and professionalism

  • special circumstances

Several sections carry built-in penalties, including interrupting the caller without tact, giving legal advice, promising or guaranteeing an outcome, and mishandling a call badly enough to lose the client. Sections that don't apply to a given call are left out of that call's report rather than scored as failures.

Alongside the score, each call gets a written report: transcript examples justifying the score, strengths, specific areas to improve, a practice area analysis, and an intaker report card with coaching recommendations.

To edit the criteria:

  1. Go to Settings → Intake.

  2. Under Scoring, find the card called Call Scoring.

  3. Click the card to expand it.

  4. Edit the criteria text.

  5. Click Save.

New calls are scored against the updated criteria immediately.

Start from the default and adjust it rather than writing a new rubric from scratch. The default is already organized the way most firms evaluate a call, and the work is usually in making it match your actual script: adding the items you require on every call, removing the ones you don't, and getting specific enough that two similar calls score the same way.

Testing a change

  1. Open a lead with a call you've already listened to and formed an opinion about.

  2. Re-score the call using Regenerate.

  3. Compare the new score and the written report against your own read of that call.

Do this on several calls from different intakers before deciding the criteria are right. Calls vary more than leads do, and a rubric that scores your strongest intaker correctly can still be unfair to someone handling a harder call type.

Keep in Mind

  • Only intake calls get scored. Eve classifies calls first and scores the ones identified as intake. Calls with existing clients and other non-intake conversations aren't scored, so they won't appear in your intaker's numbers.

  • Eve scores what was said, not what was recorded elsewhere. The evaluation runs on the call transcript. An intaker who asked the right question but logged it nowhere still gets credit; an intaker who captured the detail some other way but never raised it on the call does not.

  • Call scores are visible to firm admins and intake managers. Intake specialists don't see each other's scores, so performance can be reviewed without putting the whole team's numbers in front of everyone.

  • Scoring is firm-wide. One set of call criteria per firm, not per office or per intake team.

  • Call scores roll up into the insights dashboard. Call score by case type, call scores over time, and a sortable table of intake specialists are all built from these scores, so a change to the criteria changes what those charts are measuring.

Editing criteria doesn't touch scores that have already been assigned, doesn't delete anything, and doesn't affect any lead or matter. Calls already scored keep their scores and reports exactly as they were. If a change makes scoring worse, edit it back!