A team of assessors carries out calibration tasks to adjust or standardize the quality standards that are used by assessors to evaluate interactions. This process ensures that all the assessors agree on the quality standards and that their evaluations are consistent to ensure fair and accurate assessments of agent interactions.
The Calibration Results feature provides reports detailing the results of calibration tasks. These reports include information, such as average scores from all assessors, individual assessor scores, deviation from the mean or average score, and responses from assessors to specific questions.
To access the Calibration Results reports, navigate to the WFO tab, and click ConversationReporting > Calibration Results.
The Calibration Results window with all the details of the calibration tasks is displayed.
To search for a specific calibration task, use the Search by task name field.
To customize the table columns view, see the instructions in the Customizing a Report Table section in Conversation Reporting.
To refresh the list, click.
Viewing a Calibration Report
To view a calibration report:
In the Calibration Resultswindow, 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 information, 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 information about the interaction, such as Type and ID.
Click on the interaction to view details of the interaction.
For a voice interaction, click to play the interaction.
Click to export the calibration results report.
Click to view the calibration report in the form of a graph.
