Documentation
Introduction
OrySense captures business conversations, transcribes and analyses them, scores each one with the ORY Score and turns the results into dashboards, alerts and coaching. This documentation covers how the platform works and how to roll it out.
New to OrySense? Read How OrySense works first, then Capturing conversations.
How OrySense works
Every conversation goes through four steps:
- Upload or connect. Record on the OrySense app or an Ory wearable, connect your dialer or PBX, or upload existing recordings. Audio is queued automatically.
- Transcribe & understand. Speech is transcribed and separated by speaker, then read against your playbook for intent, objections, sentiment and resolution.
- Score & flag. Every eligible conversation gets an ORY Score from 0 to 1000. SOP breaches raise a Red SOS; irrelevant calls are filtered out.
- Review & coach. Managers filter by date, store, team or agent, drill into any conversation and turn findings into evidence-based coaching.
Organisation & roles
OrySense models your organisation as enterprises, regions, stores or centres, teams and agents. Role-based access control decides what each user can see — from the executive Overview Hub to a single agent’s scorecard.
| Role | Typical access |
|---|---|
| Executive | Overview Hub across the enterprise |
| Manager | Agentwise and Call-wise for their stores or teams |
| QA / Compliance | Dimensions, SOP adherence and Red SOS queues |
| Agent | Their own scorecards and conversations |
Capturing conversations
Conversations can enter OrySense from four sources:
- OrySense app — one-tap recording for store and field teams.
- Ory wearable — hands-free capture, synced after the conversation.
- Client-side server — collects call recordings from your dialer or PBX inside your network.
- Upload — drop in existing recordings.
Audio is uploaded to secure object storage and queued for processing automatically — no manual batches.
Eligible conversations
Recordings that are too short, disconnected or not real conversations are marked Not Eligible and excluded from scores and dashboards, so they never distort results.
The ORY Score
Each eligible conversation receives an ORY Score from 0 to 1000: a weighted calculation across conversation quality, product knowledge, empathy and pitch efficiency, plus SOP adherence where your process requires it. Weights follow your playbook.
Red SOS alerts
Each conversation is checked against your SOPs and industry playbook. Critical breaches raise a Red SOS, routed to the responsible reviewer with the moment marked in the call. Severity levels and routing are configurable.
Dashboards
- Overview Hub — ORY Score, SOP adherence, Red SOS and mood distribution.
- Dimensions — the ORY Score broken into its dimensions.
- Agentwise — agents benchmarked against peers and stores.
- Call-wise — synced audio and diarized transcript with objections, resolutions and sentiment marked.
Every dashboard filters by date, store, team and agent.
Security & data
Each enterprise’s data is isolated with row-level security, access is role-based and authenticated with signed tokens, and AI processing runs on privately hosted models. See the Trust Center.