How does scoring work?
When a scorecard is created and moved to the Approved state, it is associated with every conversation that is subsequently uploaded and processed. Please click here to see how reprocessing works. The scorecards are evaluated automatically, with the Facts associated with each question being processed, and are also allowed manually evaluated by the Quality Analyst.
Question Impact
A question can have either a Positive (default setting of a scorecard question) or a Negative impact. Impact defines whether a “Yes” answer to the question adds to the agent’s score for that conversation, or whether it ends with a “0” score for that question.
An example of a Positive Impact question is: “Did the agent greet the customer in the first 5 seconds of the call?” If the answer to this question is a "No", then the agent will be scored "0" for that question.
An example of a Negative Impact question is: “Did the agent use any profanity in the call?” If the answer to this question is a “Yes”, then the agent will be scored "0" for that question.
For Negative Impact questions, the (-) icon in red color is displayed. For Positive Impact questions the (+) icon in green color is displayed.
Auto Fail
Auto Fail denotes the criticality of the question to the overall scorecards. There might be questions that are so critical to evaluate (Example: “Did the agent use profanity?”) that a “Yes” to the question should fail the entire scorecard for that evaluation.
If Auto Fail is enabled for a question, then (x) icon is displayed.
When Auto Fail is enabled for a Negative Impact question, and the answer is Yes, then the score of the entire scorecard becomes zero, and the Auto Fail status is displayed. For the same scenario, if the answer is No, then a full score is awarded for the question with a Pass status.
When Auto Fail is enabled for a Positive Impact question, and the answer is No, then the question's score will be zero. For the same scenario, if the answer is No, then a full score is awarded for the question.
Manual Scoring
A Quality Analyst can manually evaluate a scorecard from the Score Evaluation page. To learn more, refer How do I manually evaluate conversations?. Given below are the notable aspects of manual scoring:
Read the question and select the appropriate answer (Yes/No).
For each querstion, you can view the score allotted to that question, the icon for the evaluation guideline (if configured), and the comment icon to add question-level comments.
You will see a New icon at the top when you begin to evaluate a scorecard for the first time.
For Negative Impact questions (-) icon in red color is displayed. For Positive Impact questions (+) icon in green color is displayed.
If Auto Fail is enabled for a question, then (x) icon is displayed.
When Auto Fail is enabled for a Negative Impact question, and the answer is Yes then the score of the entire scorecard becomes zero and, the Auto Fail status is displayed. For the same scenario, if the answer is No, then full score is awarded for the question with Pass status.
When Auto Fail is enabled for a Positive Impact question and the answer is No, then the score of the question will be zero. For the same scenario, if the answer is No, then a full score is awarded for the question.