Call Scoring

Enabling Call Scoring on your Tracking Number will use our proprietary machine-based learning capabilities to automatically score your call as being a lead versus non-lead, a voice-mail, or an existing customer. Please note additional fees may apply when using this feature, contact Customer Success for additional Information.

When this feature is enabled, calls to your Tracking Number will be scored. Please note that call scoring can only be used in conjunction with the call recording feature. For additional details on how to configure call recording please refer to the Call Recording portion of this documentation.

While this feature is enabled in the transcription settings portion of the request, call scoring may be completed without generating a transcription.

Please note that this feature is enabled at the "call_route" level. For additional information on enabling the transcription feature for Tracking Numbers with complex routing options, please refer to the Call Routing portion of this documentation.

This feature is enabled via the Number Number Resource, and can be configured during the provisioning of a Tracking Number, or applied later as an update.

Enabling Call Scoring

The following fields are used in this request, and must be passed in your request:

Field	Value
transcription_settings - > call_scoring_enabled	true (when enabled, calls made to the Tracking Number will be scored)

Using the end-point POST https://edgeapi.marchex.io/marketingedge/v5/api/groups/{group_id}/numbers, submit a request similar to the following to enable the Call Scoring feature on your Tracking Line when provisioning:

{
    "name": "ABC Company",
    "phone_number_request": {
        "match_type": "tollfree",
        "number_match_filter": "833"
    },
    "call_routes": {
        "route_type": "basic",
        "route": {
            "termination_number": "4045553433",
            "features": {
                "call_record": {
                    "enabled": true,
                    "notification_text": "for quality assurance purposes this call may be recorded",
                    "require_confirmation": true,
                    "redaction_enabled": true,
                    "authenticate_call_record_access": true,
                    "transcription_settings": {
                        "transcript_enabled": true,
                        "call_scoring_enabled": true
                     }
                }
            }
        }
    }
}

Using the end-point PUT https://edgeapi.marchex.io/marketingedge/v5/api/numbers/{numberid}, submit a request similar to the following to enable the Call Scoring feature on an existing tracking line:

{
    "call_routes": {
        "route_type": "basic",
        "route": {
            "features": {
                "call_record": {
                    "enabled": true,
                    "notification_text": "for quality assurance purposes this call may be recorded",
                    "require_confirmation": true,
                    "record": true,
                    "redaction_enabled": true,
                    "authenticate_call_record_access": true,
                    "transcription_settings": {
                        "transcript_enabled": true,
                        "call_scoring_enabled": true
                      }
                }
            }
        }
    }
}

A successful post will result in the creation/update of a tracking number:

{
    "id": 8660483,
    "name": "ABC Company",
    "group_id": 11623282,
    "status": "Active",
    "phone_number": "8332024441",
    "created_datetime": "2018-04-13T00:00:00",
    "modified_datetime": "2018-04-13T17:05:39.746272Z",
    "sms_routes": {
        "route_type": "None"
    },
    "call_routes": {
        "route_type": "Basic",
        "route": {
            "id": 30474104,
            "termination_number": "4043993433",
            "features": {
                "call_record": {
                    "enabled": true,
                    "authenticate_call_record_access": true,
                    "notification_text": "for quality assurance purposes this call may be recorded",
                    "record": true,
                    "redaction_enabled": true,
                    "transcription_settings": {
                        "transcript_enabled": true,
                        "call_scoring_enabled": true
                    }
                }
            }
        }
    }
}

Call Scoring in Reporting

When the Call Scoring feature is enabled, you can view the results in the response from the Call Reporting API request.

Within a call detail record's disposition section, an array of dispositions will be returned. Each disposition will return a flag indicating whether the disposition was matched:

{
    "results": [
        {
            "id": 1926683604,
            "call_type_id": 1,
            "call_type": "Standard",
            "number_id": 8498568,
            "group_id": 11435857,
            "caller_identity": 237277497,
            "organization_id": 4455,
            "answer_status_id": 1,
            "answer_status": "answered",
            "ring_duration": 2,
            "call_duration": 34,
            "registered_DNC": false,
            "tracking_number": "8003147859",
            "caller_number": "6283335467",
            "termination_number": "9052198255",
            "caller_details": {
                "name": "John Daly",
                "address": "212 Sycamore Ave.",
                "city": "SAN FRANCISCO",
                "state": "CA",
                "zip_code": "94105",
                "country": "US",
                "latitude": 37.7844,
                "longitude": -122.3947
            },
            "conversation_analytics": {
                "call_record_file": "b81384ea-93a3-442a-9f42-6ac4de5da88f",
                "pci_redaction": false,
                "voice_link":"voice_link": ">http://webservice.telmetrics.com/d4b5b465-ad50-4e0b-b967-ff54107505de/123sjh2131a.mp3"
            },
                "dispositions": {
                    "lead": {
                        "status": false,
                        "confidence_score": -0.21588755382848057
                    },
                    "voicemail": {
                        "status": true,
                        "confidence_score": 0.070464921296032546
                    },
                    "current_customer": {
                        "status": false,
                        "confidence_score": -0.96683270565565638
                    }
                },
                "subresource_uris": {
                    "recordings": "http://edgeapi.marchex.io/marketingedge/v5/api/calls/1926683604/recording",
                    "transcription": "http://edgeapi.marchex.io/marketingedge/v5/api/calls/1926683604/transcription"
                }
            },
            "routing_keypress": "1",
            "start_time": "2017-12-08T08:55:31",
            "answer_time": "2017-12-08T08:55:39",
            "end_time": "2017-12-08T08:56:13",
            "start_time_utc": "2017-12-08T15:55:31.363",
            "answer_time_utc": "2017-12-08T15:55:38.717",
            "end_time_utc": "2017-12-08T15:56:12.597",
            "status": "complete"
        }
    ],
    "paging": {
        "pageNumber": 1,
        "pageSize": 10000,
        "total": 4636
    }
}

For additional information on reporting, please refer to the Retrieving Phone Call Details portion of this documentation.