One number for every call: how the ORY Score works
Conversation quality, product knowledge, empathy and pitch efficiency, rolled into a single 0–1000 score. Here’s the thinking behind it.
By the OrySense team · · 5 min read
Leaders want one number to benchmark. Managers want detail to coach. Agents want to know what to fix next. The ORY Score was designed to serve all three.
The dimensions
- Conversation quality — structure, clarity, listening and flow
- Product knowledge — accuracy and depth of what was explained
- Empathy — tone, acknowledgement and care for the customer
- Pitch efficiency — discovery, value, objection handling and the closing ask
Where your process requires it, SOP adherence is included as well. Each dimension is weighted according to your playbook, and the result is a score from 0 to 1000.
Keeping it fair
Not every recording is a real conversation. Calls that are too short, disconnected or irrelevant are marked “Not Eligible” so they never drag a score down. Benchmarks compare people in similar roles, and every score links back to the moments that produced it.
