Introduction
The scorecard comprehensively presents all the detections within the interaction categorized by various categories and trackers. The scorecard enables you to grasp the most significant occurrences in the interaction without the necessity of reviewing the entire content, resulting in a significant time-saving advantage.
Walkthrough
The scorecard is structured with three primary sections:
Categories: This represents the top-tier division, which separates the trackers into distinct aspects.
Trackers: Within each category, you'll find relevant trackers. These trackers encompass various values on specific topics that we would like to detect or not detect.
Values: Sedric's AI algorithm comprehensively analyzes every aspect of the interactions, identifying essential values related to agent performance. These values could encompass matters like compliance, customer experience, and more. Each detected value is categorized under a specific tracker.
The scorecard enables you to swiftly and precisely assess the critical occurrences within the interaction. By utilizing the scorecard while monitoring the call, you have the ability to assign scores to each of the trackers, which culminates in an overall interaction score, providing valuable insights into the agent's performance.
Features
The scorecard offers a variety of tools to enhance your interaction monitoring experience:
Adjustable scoring system
During the account configuration process, you have the flexibility to select the scoring system that aligns with your requirements. This could encompass options like a 5-star rating, Yes/No responses, V/X indicators, and more. Furthermore, it's worth noting that the scoring system for individual trackers can differ from the overall interaction score. For instance, trackers might employ a Yes/No scoring system, while the total interaction score could be represented using a 5-star rating system. This adaptability allows you to tailor the scoring approach to your specific needs.
AI Feedback
You can read about AI Feedback in this link: https://help.sedric.ai/en/articles/8291579-trackers-key-events
Go To Transcription
You have the capability to seamlessly navigate from the scorecard directly to the precise point in the transcription where a detection occurred. Additionally, you can easily return from the transcription back to the scorecard interface. This streamlined navigation ensures efficient and effective interaction analysis.
Go To Audio
You have the capability to seamlessly navigate from the scorecard directly to the precise point in the audio where a detection occurred. This can be achieved by simply clicking on the corresponding timestamp.
Summary/Detailed View
You have the flexibility to select between two different views for the scorecard:
Summary View: In this view, you can observe the trackers and their detections, organized in chronological order according to the interaction.
Detailed View: This view offers a more comprehensive perspective. It allows you to explore the values nested within the trackers, which are further nested within the categories of the scorecard.
Full/Reset Scores
You can assign the highest rating to all trackers simultaneously, or alternatively, reset the ratings of all trackers in one action. This functionality provides convenience and efficiency when managing tracker ratings.
Download Scorecard As CSV
You have the option to download the complete scorecard in CSV format. This allows for easy access and utilization of the scorecard data.
Comments
You have the option to provide comments for each of the trackers individually.
Collapse/Expend Categories
You can choose to view only the categories within the scorecard, or you also have the option to expand and view all the individual trackers nested under these categories. This flexibility allows you to focus on the level of detail that best suits your monitoring needs.
FAQs
What is the difference between a tag and a score?
A "Tag" refers to the action of selecting a particular phrase from the transcription and associating it as a value under a specific tracker in the scorecard. By doing so, this phrase will be automatically detected in future interactions.
On the other hand, a "Score" pertains to a rating that you assign to individual trackers in order to assess the agent's performance within those specific areas. These tracker scores are then aggregated to determine the overall interaction score.
What is the difference between Shareable Link and Shareable Moment?
The "Shareable Link" is the URL that takes you directly to the entire interaction. Conversely, a "Shareable Moment" is a URL that directs you to a specific segment within the interaction.
What can I customize in the scorecard?
Every aspect of the scorecard is fully customizable, allowing you to tailor it to your exact requirements. This includes the ability to customize categories, trackers, values, scoring systems, and even the comments section. This high degree of customization ensures that the scorecard aligns perfectly with your specific needs and preferences.
Can I use different scorecards for different use-cases?
Certainly, we offer the capability to create various types of scorecards, each designed for different use-cases. We've established best practices for compliance, customer experience, and performance evaluation. Moreover, we can create scorecards that are tailored to your unique use-cases, following your specific guidelines and requirements. This versatility ensures that our scorecards effectively address your diverse monitoring needs.
Where is the scorecard score being used?
The scorecard scores are seamlessly integrated into various dashboards, serving multiple purposes. Operational managers can access the average scorecard score for all agents, providing a comprehensive overview of the entire operation's performance. Additionally, individual agent performance is highlighted by displaying their average scorecard score separately.
Furthermore, these scorecard scores are also incorporated into reports for similar analytical insights. This strategic utilization of scorecard scores in dashboards and reports enhances operational management's understanding of performance at both the operational and individual agent levels.