Application Results for Module 3

Agent Scorecard is now in bold, indicating that you are currently looking at results from that application.
Results for latest day in the first category of the application will show by default and mouse-hovering over any day will display the pop-up for that day.

3. The Communication section is showing by default. According to this application, 88.3% of calls from 2-28 contained phrases from the Opening Statements sub-category.

4. Any category with an asterisk (*) is considered a “leaf-level.” Leaf-levels are the lowest level categories with no sub-categories, while categories without an asterisk have sub-categories.

Your Turn:

Your Turn:
“Rapport-Building” does not have an asterisk. Click on the bar to display the sub-categories of the “Rapport-Building” category.

5. The sub-categories here break down how rapport was built across the calls.

Your Turn:

Your Turn:
Return to the “Communication” section by clicking here:

6. Suppose you want to listen to a call where the agent displayed empathy. Mouse-hovering over the Empathy sub-category will show a pop-up; clicking the section will load those 23 calls into the bottom section.

Your Turn:

Your Turn:
Click the “Empathy” section bar and scroll down to view the lower section of this screen.

7. This lower section will default to the “Agents” view where you can see overall scores by agent. Since we are looking for the calls, we will use this drop-down to get to the “Files” view.

Your Turn:

Your Turn:
Click “Files” from the drop-down

8. The lower section will change to this view which contains the categories we saw in the previous section and the 23 Empathy calls on the right.

9. “Empathy” is already selected because we selected the Empathy category. (We will cover more about the options in this section in Module 5: ad-hoc Search.)

Your Turn:

Your Turn:
Select one of the files from the results section. (It may not be the same file as shown here)