Autoscoring Overview
Autoscoring provides automated assessments of agent performance and customer surveys. It evaluates interaction content to measure customer satisfaction, track script compliance, and calculate quality management scores across a large volume of interactions without requiring manual human review.
How does it work?
Administrators configure evaluation forms containing specific criteria organized into areas. These forms use "Intents" to act as yes-or-no questions based on the conversation's content. Intents are extracted using either predefined keyword grammar or AI provider analysis.
When the system processes an interaction transcript, it checks for the presence of these intents. Each intent has a configured positive or negative weight, which the system uses to automatically calculate an overall score for the interaction. Users can view aggregated scoring data and trends in Autoscoring Analytics dashboards, or review individual score breakdowns within specific interaction records.
Use Cases and Benefits
- Assess agent performance automatically.
- Measure customer experience based on the conversation content.
- Track script compliance across interactions.
- Prevent evaluator bias in quality management and customer surveys.
- Prioritize specific interactions for manual review based on pass or fail criteria.
Dependencies
- Interaction transcripts are required.
- For voice services, call recording must be turned on globally or at the service level.
- For voice services, either real-time or historical Speech-to-Text transcription must be configured for the service.
- For chat services, no additional configuration is required.
- If using AI Intents, an AI provider must be configured.
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