A team of assessors carries out calibration tasks for calibrating or aligning the quality standards for customer service interactions. This process ensures that all the assessors agree on the quality standards and their evaluations are consistent which leads to fair and accurate assessments of the customer interactions.
The calibration results Calibration Results report records the results of the calibration tasks. It includes details such as average scores from all assessors, individual assessor scores, deviation from the mean or average score, and assessors' responses to specific questions.
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