The Scorecard Statistics report displays performance statistics for both manual and automatic scorecards. The data in the report summarizes the results of scored interactions. You can analyze the performance results in the report at the question and agent levels. You can also view each scorecard's performance (that is, if the agent cannot answer a particular question on a scorecard or if an agent cannot meet the business expectations based on the agent's score).
To access the Scorecard Statistics report, on the WFO tab, click SpeechIQ > Reporting > Scorecard Statistics.
The Scorecard Statistics window provides details such as Scorecard Type, Total Scored, Percentage Scored, Avg Score, Highest Score, Lowest Score, and Avg Duration for each scorecard.
- To access a report for a different period or parameters, use the Advanced Search icon (
). For more information, see Creating a Saved Search - To add the report as an automated report, see Creating Automated Reports.
- To export a report to a Microsoft Excel workbook, click the Export icon (
). - To customize the table columns view, see the instructions in the Customizing a Table section in SpeechIQ Reporting.
- To refresh the list, click the Refresh icon (
).
Viewing Scorecard Details
To view details for each scorecard:
- On the Scorecard Statistics window, double-click the scorecard.
The detailed report for the scorecard is displayed.
- The following details are displayed:
- Scorecard Overview: The total scores and the average scores received.
- Grading Overview: The grade name, total grades, and the percentage of the scores.
- Overall Questions Statistics: The statistics of the usage of questions.
- Scores by Agent: The number of interactions scored per agent and the average score of the agent.
- Questions Scores by Agent: The average score for questions per agent.
- Click on the highlighted values to view related filtered information on Search and Score window.
- Click to export each report if required.