Once the evaluation scorecard is activated, the score is displayed directly on the call record.
đź’ˇ To obtain these results, you must first create a scorecard. Click on this article to follow the steps to create a scorecard 👉 How to create a scorecardÂ
Analyzing results on a call
1. OverviewÂ
By clicking on the call score, you can access the evaluation details, including:
- Overall summary, with a brief explanation of the points observed during the call.
- Strengths and areas for improvement, highlighting what the agent did well and the improvement areas, accompanied by specific suggestions.
- Metrics table, showing the score and items flagged by the AI according to the predefined evaluation criteria.
2. Detailed analysis
To understand in more detail how the score was calculated, click on “Detailed analysis”.
- You will then receive a personalized evaluation of the scorecard, with positive and/or negative points for each activated evaluation criterion.
- If necessary, you can manually adjust the score.
You can also change the scorecard, if necessary.
3. Coaching
- Then go to the “Coaching” section to view details of the points observed during the interaction, as well as tips to improve identified areas.
- Click on “See more” to access a deeper analysis of the evaluated criteria, including strengths, areas for improvement, overall feedback, and a more in-depth analysis.
🎉 That’s it! Now you know how to analyze your evaluation results on Empower.