Call review questions — Gorilla Dash

Once a call has been transcribed, Gorilla Dash puts a set of questions to the transcript and records the answers against the call. Some of those questions are fixed and the same for every organisation — what the call was about, how it ended, whether the caller sounded satisfied. The rest are yours, and this screen is where you set them.

Select Calls in the left-hand menu, then Call Review Questions. Your organisation starts with eight questions already in place, which between them cover the shape of a well-handled call.

The eight you start with

Question	Answer format
Were introductions made at the start of the call?	Yes/No
Did the agent build rapport with the caller?	Rating (1-5)
Did the agent ask questions to identify the caller's needs?	Yes/No
What products or services were discussed?	Text Response
Did the agent clearly explain the value of the product/service?	Rating (1-5)
If a new customer, were contact details received from the prospect?	Yes/No
Were next steps or follow-up actions clearly agreed upon?	Yes/No
Did the agent thank the caller and end the call politely?	Yes/No

You are free to change any of these, and most networks do — the wording that suits a signwriting franchise is not the wording that suits a restaurant. What matters is that a question can genuinely be answered from a transcript of the conversation.

Adding a question

Select Add Question.
Type the Question. This is the wording your managers will read beside the answer, so write it as a question a person would ask.
Write a Description explaining what a good answer looks like.
Choose an Answer Format: Yes/No, Rating (1-5) or Text Response.
Write the AI Prompt — the instruction the AI is actually given. Say what to look for and what to answer with.
Set a Sort Order, or leave it empty to add the question at the end of the list.
Save.

THE PROMPT DOES THE WORK, NOT THE QUESTION

The Question is a label for humans; the AI Prompt is what the AI reads. A prompt that ends by naming the answer you want — "Answer Yes or No", "Provide a rating from 1 to 5", "Provide them in a comma-separated list" — produces far more consistent answers than one that leaves the format open. The eight default questions all do this, and they are worth copying as a pattern.

Choosing an answer format

Format	Use it for
Yes/No	Anything that either happened or did not. These are the easiest to report on and the hardest to argue with.
Rating (1-5)	A matter of degree — how well something was done. Say in the prompt what 1 means and what 5 means, or the ratings drift.
Text Response	Facts you want captured rather than judged, such as which products came up. Useful to read, harder to summarise across many calls.

Changing and removing questions

Select a question to edit it, and use Sort Order to move it. The order here is the order the answers appear in when somebody opens a call's review, so put the questions your managers care most about at the top.

Changing a question does not re-answer the calls already reviewed

Answers are recorded against a call when it is reviewed. Rewording a question, or changing its prompt, applies to calls reviewed afterwards — older calls keep the answers they were given, now sitting under different wording. If a change is significant enough that the two cannot be compared, note the date you made it, because nothing on the screen will remind you.