Evals for Goodcall

Knowledge-grounded answers

Responds to hours, services, and policy questions using connected knowledge sources rather than improvising.

Intent capture across service and sales

Distinguishes support requests from new-business inquiries and drives each toward the configured outcome.

Out-of-scope and unclear-input handling

Handles requests outside the configured scope, misheard input, and interruptions without fabricating an answer.

Multi-turn context retention

Carries caller-provided details across turns within a single call without re-asking.

Availability lookup

Offers only slots the connected calendar actually shows as open.

Booking confirmation and detail capture

Collects required booking details and confirms the appointment back to the caller.

Reschedule and cancellation flows

Moves or cancels an existing appointment and releases the prior slot.

Conflict and double-booking avoidance

Declines to write an appointment onto an already-occupied slot.

Structured caller detail capture

Captures name, callback number, and inquiry type as discrete fields.

Multi-destination delivery

Emits the captured lead to each configured destination with consistent field values.

Repeat and duplicate caller handling

Recognizes a returning caller rather than creating an unrelated duplicate record.

Delivery failure visibility

Surfaces a failed handoff to a destination instead of silently dropping the lead.

Knowledge source and tool connection

Connects knowledge sources, CRMs, calendars, and business tools into an agent.

Logic flow authoring

Defines branching call logic and respects the flow count allowed by the plan.

Behavior and workflow tuning

Adjusts agent tone, phrasing, and workflow steps through the configuration interface.

Directory contact management

Maintains the directory contacts an agent can transfer or route calls to.

Intent-based routing

Routes the caller to the correct directory contact or destination for their stated need.

Escalation to a human

Transfers when the request exceeds the agent's configured capability.

Handoff context preservation

Passes what the caller already said into the transfer rather than restarting.

Unavailable-destination fallback

Falls back to capture or message-taking when the routing target cannot be reached.

Automation rate and call metrics

Reports automation rate, call duration, and caller behavior over a selected period.

Call and customer detail drilldown

Exposes individual call and customer records within the tier's retention window.

Plan entitlement enforcement

Applies per-agent limits on logic flows, team members, and directory contacts by tier.

Unique-customer cap and overage

Tracks monthly unique customers against the plan cap and the per-customer overage beyond it.