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.
- To access a report for a different period or for different 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 (
).
Report Data Descriptions
Click on each scorecard to view the following statistics.
Clicking on the highlighted values takes you to the Search and Score dashboard to view detailed information.
| Statistic | Description |
|---|---|
| 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. |