Overview of Call Scoring

1. The published Call Scoring application will break down by inbound and outbound calls.

2. These apps draw data from the two QA Scoring Word Bench applications.

3. It is important to ensure that the Word Bench apps are kept up to date; changes to the phrases within the app will require reprocessing to update the JSON files.

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4. Filters are across the top of the app; these apply across each app separately (ex. inbound filters apply only to the inbound app).

5. The inbound and outbound apps each have three sections seen here.

6. The Contact Center Performance Overall tab shows an overview of scores across the entire range of calls allowed by the above filters; it is meant to give an idea of overall performance over time.

7. Hovering over sections of the app can display additional information. For example, we can see a performance drop since the previous day.

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8. The category tab breaks down the chart into four categories to allow for center-wide identification of opportunities.

9. Individual categories can be displayed individually or together by holding the control key and selecting/de-selecting them.

The four categories here are the same as the ones seen in the Word Bench app. However, in Word Bench, there are more than four categories due to the deductions and communications categories being separated out.

10. The Agent Comparison tab allows you to drill further down to the agent level, giving you insight into how the score of an agent (or set of agents) compares to the average score on each question of the scorecard.

11. By default, all questions on the scorecard will show here, but control-selecting will allow you to display the questions from each category.

12. You can select one or more question at a time (by holding control and clicking) to view the scores for each agent.

13. Selecting questions on the left will change the average score calculated in this field.

14. Sorting is available by clicking on the top of the column.

15. You can also select one or more agents at a time (by holding control and clicking). Selecting these five agents affected the bar graphs on the left; it now shows the average of the selected agents in blue compared to the overall average of the call center.