Scoring #
The Scoring feature provides a way to automatically score calls based on a variety of available metrics. This can be useful for monitoring agent performance, ensuring compliance with company policies and identifying areas for improvement.
info
Only users that have the 'Quality Assurance' role assigned can have their calls scored.
Creating a Scorecard #
Under the 'Conversational Intelligence / Scoring' section of the portal settings, you can add new scorecard or edit existing ones. To add a new scorecard, click the '+ Add Scorecard' button and populate the following settings:
General #
Name
A user friendly name for the scorecard. This is a required field. The scorecard name is used to filter reports and show score results against calls/users.
Description
A more detailed description of what the scorecard is being used to measure. This is used for internal reference and is not displayed to users outside of the settings area.
Enabled
This is a simple setting used to enable or disable scorecards without having to delete them. When a scorecard is disabled, no new calls will be scored but existing results will still be shown on calls that have previously been scored.
Filter Conditions #
The filter conditions can be used to limit the types of calls that scorecards are applied to. This allows specific scorecards to be targeted at specific call types, such as sales calls, support calls, etc.
Criteria #
Criteria Fields
| Criteria Field Groups | Fields | Usage |
|---|---|---|
| Call Tag Data | Tag call values | Search for words or phrases within call tags. This allows you to target specific types of calls that have been tagged with relevant keywords. For example, you could search for the word 'sales' within call tags to target sales calls. |
| Call Times | Call Duration, Hold Time, Parked Time, Ring Time, Talk Time | Search for calls that were made or received within a specific time period. This allows you to target calls that were made during certain hours of the day, days of the week, etc. For example, you could search for calls that were made between 9am and 5pm to target calls that were made during working hours. |
| Contact Info | Contact Additional Fields 1 to 10 | Search for words or phrases within contact information such as name, email, company, etc. This allows you to target calls involving specific customers or companies. For example, you could search for the name of a high value customer to target calls involving that customer. |
| Conversational Intelligence Fields | Customer Sentiment, Customer Speaking Time, Keyword Matches, Keyword Name Primary Topic, Silence Time, User Sentiment, User Speaking Time | Search for words or phrases within conversational intelligence data such as transcriptions, sentiment analysis, topic analysis, etc. This allows you to target calls based on the content of the conversation. For example, you could search for the word 'refund' within transcriptions to target calls where customers are asking for refunds. |
Scoring
Enter a list of one or more words or phrases that you want to search for within conversations. These can be individual words (e.g. 'refund') or phrases (e.g. 'speak to a manager'). When entering multiple words or phrases, separate them by pressing the 'ENTER' key.
tip
You can also paste in a comma or new line separated list of words/phrases and they will be automatically separated into individual entries.
Users #
While the filter conditions control which calls are scored, the 'Users' filter can be used to reduce this further by specifying which users the scorecard should be applied to.
This is useful for only scoring new starters or targeting specific users for coaching purposes.
By default, the 'All Users' option is selected which means that calls involving any user with the 'Quality Assurance' role will be scored. To target specific users, select the 'Specific Users' option and then select one or more users from the list.