Grades are calculated at the end of the scoring process based on the answers to questions, and the point values assigned to each question. The Grade Templates editor helps you create or edit grades.
Accessing the Grade Template
To access the Grade Templates window, on the WFO tab, click SpeechIQ > Configuration > Grade Templates.
The Grade Templates window with all the configured grade templates is displayed.
- To search for a specific grade template, use the Filter field.
- To customize the table columns view, see instructions in the Customizing a Table section in SpeechIQ Reporting.
- To refresh the list, click the Refresh icon (
).
Creating a New Grade Template
To create a new grade template:
- In the Grade Templates window, click New.
The New Grade Template popup window appears.
- Specify a name for the grade template.
- Select the required grades from the Grades table. To search for a specific grade template, use the Filter field.
- To add a new grade to the template, click New.
The Grade popup window appears.
- Specify a name for the grade.
- Enter the minimum and maximum score percentages needed for the agent to achieve the grade (this percentage is based on the total correct/total points possible).
- Min Score (greater than or equal to) is the minimum percentage of the score needed to achieve the grade.
- Max Score (less than or equal to) is the maximum percentage of the score needed to achieve the grade.
- Select the Require Comment checkbox, if you want to make comments required for a grade. If you select this, a call reviewer cannot save the evaluation without commenting on the grade.
- Click Add.
- Once you make all required changes, click Save in the New Grade Template window.
- To modify a grade template, in the Grade Template window, double-click the row that contains the desired grade template. Alternatively, you can select the row and click Edit. You can modify the name of the template, add or delete grades, or change the minimum and maximum score percentages.
- To delete a grade template, in the Grade Template window, select the template and click Delete. Alternatively, double-click the row, and click Delete in the grade template details window.
The History tab displays the change history of the selected grade template. The table shows the description of the changes made, the name of the user, and the date and time of all changes. The timestamp in the Changed On column is represented in Eastern Time.