Tab Quality Management
Overview of the scorecards applied to the conversation. The scorecards can serve as the basis for policies and can therefore be assigned. If several scorecards have been applied to a conversation, a reduced view is displayed first. You can edit each scorecard individually, see Edit scorecard.
Caption | Option | Description |
1 | Name | Name of the deployed policy, e. g. EQA ADHERENCE PHRASES |
2 | Evaluation type | Displays the evaluation approach. Here you can specify whether the evaluation is carried out manually or whether an AI-supported analysis is used.
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3 | Assessment | The evaluation result or the score achieved based on the predefined criteria in the scorecard is shown in the ratio format (achieved score / maximum score) These results reflect the performance of the agent or process. |
4 | Evaluation key | Application of the evaluation key defined in the scorecard. This includes the definition of evaluation standards, point ranges and color coding for a clear visualization of the results, see Add scorecard. |
After opening a scorecard, an initially collapsed view is displayed in which only the section names and a point comparison (achieved vs. maximum achievable) are shown. Colored markings based on the evaluation key provide a quick overview of the performance in the individual sections. The evaluation key that is displayed on the scorecards corresponds to the configuration that was defined during the setup of the scorecard, see Edit scorecard.
If no policy with the corresponding scorecard has been defined for the conversation, the following error message is displayed. This ensures that ratings are only carried out for conversations that have been correctly assigned.
