Scorecards on every recorded call
Each call is scored against the same standard: greeting, understanding the need, offering the right next step, and closing with a clear commitment.
Sales and Performance
Know which calls become business.
Turn every call into a lead you can track and a lesson your team can use. icepac.ai scores every recorded call, not a random handful. See which calls became appointments, which leads are worth a callback today, where your callers came from, and what each person on your team does best.
Calls
142Booked
61Resolved first call
78%Promises kept
19/20Coaching notes
- Strength Clear next steps on every booking
- Opportunity Offer the earliest slot first
- Call to review Tue 10:42
Illustrative scorecard with sample data.
Agent performance
Coach from every call, not from guesses
Coaching built in
Each person gets a short list of strengths and opportunities drawn from their own calls, with links to the exact moments worth reviewing together.
Talk time and handling
See talk time, talk-to-listen balance, hold time and transfers per person and per queue, so you know where calls slow down.
Per-agent highlights
Calls, first-call resolution, promises kept, a standout quote, a strength and an opportunity, for every person on the team.
Caller satisfaction
Sentiment and booking effort on each call show how easy you are to do business with, person by person.
AI and staff side by side
Compare calls handled by the AI appointment assistant with calls handled by staff, using the same scorecard.
Lead generation and management
Know which calls are worth money, and follow up on them
New (9)
New patient, cataract consultScore 88 · Google Ads
New patient, two kidsScore 74 · Website
Contacted (6)
LASIK inquiryScore 81 · Referral
Contact lens reorderCallback owed today
Booked (14)
Annual eye examFri 1:30 · Booked by AI
Diabetic eye exam, recallWed 10:00 · Booked by AI
Lost (3)
Frames price checkReason: went elsewhere
Illustrative pipeline for a made-up eye care practice, with sample data.
Lead scoring
Every caller gets a likely-to-book score from 0 to 100, so your team calls the best leads back first.
Lead pipeline
New inquiries move through clear stages: new, contacted, booked, completed, lost. Callbacks owed and promises made are attached to each lead, so nothing falls through.
Industry field sets
Fields that fit your industry: consult details for law firms, emergency and estimate for home services, and patient interest for clinics. See industry scoring.
Conversion rates
See the share of calls that became appointments, by person, queue, number, day and hour. Spot the hours where callers give up and the people who turn calls into bookings.
Source attribution
Each call is tagged with the number it came in on, the queue and the menu option chosen. Give each ad, listing or campaign its own number on the icepac.ai phone system and see which ones bring booked business.
Missed opportunity list
Calls with a callback needed, unfinished bookings and high-scoring leads that did not book are gathered in one list for follow-up.
Live team view
See the floor at a glance
Team Insights
A live view of your team: who is on a call, who is available, queue health and volume, parked calls and ring-group status. Open any person to see their day.
Wallboards
Put live queue, ring-group and agent stats on a TV or second screen. Read-only, always current, nothing to log into on the display.
Manager alerts
Get a live alert when a call turns negative, a queue backs up, or a caller is calling about the same problem again.
How it works
From call to coaching in three steps
- Capture. Every call you choose to record is transcribed and summarized.
- Score. Scorecards, lead scores, sentiment and outcomes are added automatically.
- Act. Leads go to the pipeline, coaching notes go to the person, and trends go to the owner.
Who it helps
Owners see conversion and lead sources without a spreadsheet. Team leads coach with real calls. Staff get specific, fair feedback based on their own work, not on the one bad call someone overheard.
For a numbers-first view, see icepac.ai for executives. Scores come from the transcripts and sentiment in call intelligence.
Common questions
Are the scorecard numbers on this page real?
No. The scorecard above is illustrative sample data to show the layout. Your dashboard shows your own calls.
Can we change what the scorecard measures?
Yes. We set the scorecard to match how your team handles calls, and you can adjust it as your process changes.
Does it track calls from our ads?
Yes. Each call is tagged with the number, queue and menu option it came through, so a dedicated number per campaign shows which campaigns bring booked business.
Will staff feel watched?
Scorecards cover every recorded call equally, so feedback is based on the full picture, and each person's strengths are listed first, so feedback starts with what they do well.
Free demo
See where your calls turn into business
We will show the scorecards, the lead pipeline and the team view with sample data, set up the way your team sells. The demo is free and takes about 20 minutes.
- We set it up with your lines, hours and recording rules.
- You see calls like yours transcribed, summarized and scored for your industry.
- If you want it, you hear the AI appointment assistant answer and book a call.
Rather talk now? Use the chat button in the corner.
Or call 800-423-3221