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Scoring Calls in Assessor

The Score tab of Assessor editor allows you to search for calls and evaluate them.

Using Filter Options

Filter panel on the left corner of Score tab that allows you to define the search criteria to retrieve specific recordings.

You can filter the recordings by :

Allows you to search specific call recordings.

  • Call - Allows you to filter call recordings based on specified date range, call duration, and disposition codes.
    • From - Specify a start date or choose using the calendar drop-down.

    • To - System automatically sets end date based on the set start date.

  • The search option allows you to access recordings based on the Days of CallRecording duration set at Client or Service level. See Client Editor - Settings Tab section for more details on the configurations of Days of CallRecording.
  • You can filter recordings for 7 days interval.
  • This restriction does not apply when you search for scored calls by selecting the Scored Only checkbox at the top right corner of the Filter Panel.

    • Duration (Sec) - Specify the time span of the call to narrow your results. Select From and To values from drop-down menu.

    • Disposition Codes - Select a disposition code from drop-drown menu to search for recordings based on disposition codes.

Consumer

Allows you to search for recordings based on account, original account number, and phone number.

  • Account - Enter the account number to retrieve recordings associated to a specific account number.
  • Original Account Number - Enter alternate account number.
  • Phone - Enter the phone number to retrieve recordings associated to a specific phone number.

Context

Allows you to select the following:

  • Agent- Select an individual agent ID from the drop-down menu to search for recordings of specific agent.
  • Call Centers - Select a call center from the drop-down menu.

  • Services - Select a service from the drop-down menu.

  • Recent Campaign - Select a particular campaign.

Evaluation

Select the Scored Only checkbox to view Evaluation option. You can search for calls that are evaluated and scored. 

  • Failed - Select the Failed checkbox to search for assessments marked as failed.
  • Progress - By default you can search for calls with Complete and Incomplete evaluation status.
  • Scorecards - Select a scorecard from the drop-down menu to search for recordings based on scorecards.
  • Assessors - Select an assessor from the drop-down menu to search for recordings based on assessor.
  • Score - Specify range of score to narrow your results. Select From and To values from the drop-down menu.

By default the Tasks option is selected which displays the tasks that are queued up for evaluation in assessor.

Once you run the search, Calls panel displays all the recorded calls that match your search criteria. 

Evaluating Calls and Utilizing Recordings for Coaching/E-Learning

You can select, double-click a call from Calls panel to access and evaluate recordings. The Evaluation screen shows a visualization of Customer and Agent's voice energies in a wave form. 

To evaluate a call:

  1. Select the Scorecard which you wish to use for the evaluation from scorecard drop-down.
    This presents you with questions created within the scorecard.
  2. Choose answers to the questions.
  3. Click Save.

You can save the evaluation even if you do not complete all the required questions. However, status of such evaluation remains incomplete until all the required questions are answered.

After you evaluate a call, the evaluation is saved. You can review the evaluation by searching for scored calls.

Evaluation screen of a scored call displays scorecard details, score and provides you the ability to Rescore and Export the evaluation of a call. 

You can perform the following actions on this screen:

  • Click  icon to playback the recording. You can increase the speed of playback for Audio and Video playback by selecting the Speed from drop-down menu.
  • Click  or  to forward or rewind multimedia by 15 seconds.
  • Click  icon to add audio note with category while the playback is in progress. The Audio Note screen appears.
    • Add your comments in the text box. 
    • Select Range to specify Start and End time and mark a specific event in the call.
    • Select Coaching to note a specific section of the call for coaching. 
    • Select a category from Category drop-down, when adding an audio note for the call. See WFO Config section for information on creating categories.

  • Click  icon to add audio note with category to mark a specific event in call while the playback is paused.

  • Click  icon to view all the audio notes.

You can mark a recording as an item for Content Library or as a Coaching task while evaluating the call. 

Creating a Coaching Task

To create a Coaching task:

  1. Select Coaching option to mark a recording as an item for Coaching task.
  2. Assign Priority and Due Date to the task on Coaching Task screen.
  3. Click Create to create task. This task can be assigned to agent for review.

Recording to Content Library

To add recording to Content Library:

  1. Select E-Learning option to mark a recording as an item for Content Library.

  2. Add a Name and Description to the recording.

  3. Click Add Content to add the recording to Content Library. 

  • Video playback is synchronized with audio and can be displayed in different views.
  • Audio Notes helps you mark a specific event in the call. For example, when listening to a recording you notice that agent placed a customer's call on hold without informing the customer about the hold. You can mark that moment in time on the audio call time bar by adding an audio note with a comment: customer not informed about the hold time.

Configuring Calls Panel Column Display

You can configure the information to be displayed on Calls panel. To configure the display:

  1. Drag and drop the selected column header to rearrange the position of display columns.
  2. Click the column header or select the order from the drop-down arrow to sort column results in ascending or descending order.
  3. Navigate to the column option using drop-down arrow from column header to select the columns you want to be displayed as search results and uncheck those to be hidden. By default all the possible columns are visible.
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