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The Score tab in Assessor allows you to search for the received calls and evaluate them. 

Filter panel on the left corner of Score tab allows you to define the search criteria to retrieve specific recordings.

You can filter the recordings by :

  1. Search - Select the Search option to search for specific call recordings.
    1. Call - Allows you to filter call recordings based on specified date range, call duration and disposition codes.
      • From - Specify a start date or choose using the calendar drop-down.

      • To- System automatically sets end date based on the set start date.

        • The search option allows you to access the recordings based on the Days of CallRecording duration set at the Client or Service level.
          See Client Editor - Settings Tab section for more details on the configurations of Days of CallRecording.
          • You can filter recordings for 7 days interval.
          • This restriction does not apply when you search for scored calls by selecting the Scored Only checkbox at the top right corner of the Filter Panel.

    2. Duration (Sec) - Specify the time span of the call to narrow your results. Select From and To values from drop-down menu.

      • Disposition Codes - Select a disposition code from drop-drown menu to search for recordings based on disposition codes.

  1. Consumer - Allows you to search for recordings based on account, original account number and phone number.
    1. Account - Enter the account number to retrieve recordings associated to a specific account number.
    2. Original Account Number - Enter alternate account number.
    3. Phone - Enter the phone number to retrieve recordings associated to a specific phone number.
  2. Context - Allows you to select the following:
    1. Agent- Select an individual agent ID from the drop-down menu to search for recordings of a specific agent.
    2. Call Centers - Select a call center from the drop-down menu.

    3. Services - Select a service from the drop-down.

    4. Recent Campaign - Select a particular campaign.

  3. Evaluation - Select the Scored Only box to view the Evaluation option. You can search for calls that are evaluated and scored.
    1. Failed - Select Failed to search for assessments marked as failed.
    2. Progress -By default you can search for calls with Complete and Incomplete evaluation status.
    3. Scorecards - Select a Scorecard from the drop-down menu to search for recordings based on scorecards.
    4. Assessors - Select an Assessor from the drop-down to search for recordings based on the assessor.
    5. Score - Specify the range of scores to narrow your results. Select From and To values from the drop-down menu.

By default, the Tasks option is selected which displays the tasks that are queued up for evaluation in the assessor.

Once you run the search, Calls panel displays all the recorded calls that match your search criteria.

Evaluate Calls

You can select and double-click a call from Calls panel to access and evaluate recordings. The Evaluation screen shows a visualization of Customer and Agent's voice energies in a waveform. 

To evaluate a call:

  1. Select the Scorecard which you wish to use for evaluation from scorecard drop-down. This presents you with questions created within the scorecard.

  2. Choose answers to the questions and click Save.

    You can save the evaluation even If you do not complete all the required questions. However, status of such evaluation remains incomplete until all the required questions are answered.

    After you evaluate a call, the evaluation is saved. You can review the evaluation by searching for scored calls.

  3. The evaluation screen of a scored call displays scorecard details, score and provides you the ability to Rescore and Export the evaluation. You can perform following actions on this screen:
    Click  icon to playback the recording. You can increase the speed of playback for Audio and Video playback by selecting the Speed from drop-down menu.

  4. Click  or  to forward or rewind multimedia.
  5. Click  icon to add audio note with category. The Audio Note screen appears.
    • Add your comments in the text box. 
    • Select a category from Category drop-down, when adding an audio note for the call. See Assessor - Administer Tab section for information on creating categories.

  6. Click  icon to add audio note with category to mark a specific event in call pausing the playback.

  7. Click  icon to view all the audio notes.

  • Video playback is synchronized with audio and can be displayed in different views.
  • Audio Notes helps you mark a specific event in the call. For example, when listening to a recording you notice that agent placed a customer's call on hold without informing the customer about the hold. You can mark that moment in time on the audio call time bar by adding an audio note with a comment: customer not informed about the hold time.

Configuring Calls Panel Column Display

You can configure the information to be displayed on the Calls panel.

To configure the display:

  1. Drag and drop the selected column header to rearrange the position of the display columns.
  2. Sort the column results in ascending or descending order by clicking on the column header or by selecting the order from the drop-down arrow.
  3. Navigate to the column option using the drop-down arrow from the column header to select the columns you want displayed as search results and uncheck those to be hidden.
    By default all the possible columns are visible.


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