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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 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.

  • To search for a specific calibration task, use the Search by task name field. 
  • To refresh the list, click.

You can customize the displayed report table as follows.

OptionProcedure
Display or hide certain columns in the table.
  1. Click the arrow next to any column heading, and then click the Columns option
  2. If you want to display certain columns in the table, select the checkboxes next to their names.
  3. If you want to hide certain columns in the table, clear the checkboxes next to their names.
Sort the values in a column in ascending or descending order.Click the column heading once or twice as required. Alternatively, you can click the arrow next to the column heading, and then select the Sort Ascending or  Sort Descending option.
Filter the statistics based on a column.Click the arrow next to the column heading, and then use the Filters option. 
Lock or unlock a column.Click the arrow next to the column heading, and then click the Lock or Unlock option.

To view a calibration report:

  1. In the Calibration Results window, either double-click on the calibration report you want to view or select the row and then click . The details of the selected report are displayed.
    The report provides details such as the list of interactions that were reviewed, scores with deviations for each assessor, answers to questions by each assessor, and a mean score value for the interaction.
    • Hover over the interaction to view details of the interaction such as Type and ID.
    • For a voice interaction, click to play the interaction.
    • Click to export the calibration results report.

  2. Click to view the calibration report in the form of a graph.
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