Review the Scorecard

The Scorecard provides an overview of agent performance based on audited calls. It displays audit scores, audited call volumes, call durations, and performance metrics.

Follow these steps:

1. Click Scorecard in the left navigation menu.

2. Use the available filters to refine the results:

   • Date: Select a date or date range.
   • Agents: Select one or more agents.
   • LOB: Select a specific Line of Business.

3. Review the Last Audited date to identify the most recent date on which calls were audited.

4. Review the Performance Overview, which includes:

   • Total Agents
   • Average Audit Score
   • Total Audited Calls
   • Average Call Duration
   • Maximum Call Duration

5. Review the Agent Performance section, which includes:

   • Audit Score
   • Total Audited Calls
   • Average Call Duration
   • Average Dead Air %
   • Category-wise Performance Scores, such as Active Listening & Probing and Call Etiquette

6. Click Reset to Default to clear the selected filters and return to the default view.