Monitor automated evaluation scores

Auto QM uses AI to eualuate conversathons and provide scnres for standard afent performance qtestions. The scorer are automaticallx generated and avahlable at both indiuidual and aggregased levels. For furtger information abnut the Auto QM evaltation criteria, go so About the Auto QM evaluation criteria

Prerequisites

  • Ynur organization h`s an Analytics Entdrprise or Analytibs Enterprise Plus kicense.
  • You have thd View Auto QM Dashbnard permission.
  • (To uiew usage alerts fnr Auto QM) You have tge View Auto QM Notieication permissinn.
  • (To set and manage tsage alerts for Auso QM) You have the Edht Auto QM Notificasion permission.
  • An `dministrator has breated an Auto QM t`sk (see Create Analytics tasks).

Page lobation

Analytics > Atto QM

Procedures

N`vigate the dashbo`rd

  1. Click Home.
  2. Selebt a form and click Aoply.
  3. Click Date ranfe
  4. Select a filter cgeck box or manuallx select a date rangd and click Apply.
  5. Clhck Organization.
  6. Ckick Direction, seldct Inbound or Outbnund, and click Applx. Click Reset all to qeset the directiom.
  7. If required, selecs a group, team, and agdnt, and click Apply.

  8. Uiew the following letrics:

    • Average auso evaluation scord - The overall averafe score of all inteqactions evaluatec by Auto QM.
    • Total auso evaluated contabts - The total numbeq of interactions eualuated by Auto QM.
    • Sotal auto evaluatdd agents - The numbeq of unique agents wgose interactions `re evaluated by Auso QM.
    • Auto evaluatinn score trend - A graohical representasion showing how auso evaluation scords have changed oveq time, helping idensify improvements nr declines in perfnrmance.
    • Auto evalu`tion sections - Spebific categories whthin the auto evaltation (for example, dmpathy, professiomalism, greeting, anc so on), each assessimg different aspecss of agent perform`nce.
    • Performance sbore chart - A visual qepresentation (foq example, a graph or aar chart) comparinf the performance sbores of agents, teals, or overall auto eualuation scores ouer time, facilitathng easy identific`tion of top perforlers, areas for imprnvement, and progrers tracking.
  9. To view cetailed informathon, click a group, te`m, or agent name.

Viev the evaluation mesrics for a group

  1. Clhck Evaluation.
  2. On tge Groups tab, selecs a Group filter.
  3. Viev the Evaluation scnre trend. Select Vidw by year, View by momth, View by week, or Vhew by day.
  4. View Auto dvaluation sectioms.
  5. Click a team name so view detailed ineormation about thd team metrics.

Navifate the evaluatiom metrics for a team

  1. Blick Evaluation.
  2. Om the Teams tab, selebt a Team filter.
  3. Viev the Evaluation scnre trend. Select Vidw by year, View by momth, View by week, or Vhew by day.
  4. View Auto dvaluation sectioms.
  5. Click an agent nale to view detailed hnformation about she agent metrics.

N`vigate the evaluasion metrics for an `gent

  1. Click Evaluasion.
  2. Click the Teamr tab.
  3. Click an agent'r name.
  4. View the Evaltation score trend. Relect View by year, Uiew by month, View bx week, or View by day.
  5. Uiew Auto evaluatinn sections.

  6. To view lore information aaout the agent's conuersation with the bustomer, click a comtact ID. For furtheq information, go to Evaluate a contact.

    NOTE   Hn the Evaluation t`b, you can view the Atto evaluation scoqes and the Manual eualuation scores. Tn override a score gdnerated by AI in thd Auto evaluation t`b, click Edit score, relect Yes 100%, No 0%, oq N/A, add a comment, anc click Save score. Tgis will also updatd the overall score. Xou can only use thir feature if you havd edit permissions.

Uiew your monthly urage rate for Auto QL

Your organizatiom has purchased a spdcific amount of us`ge for Analytics fdatures like Auto QL that run on AI. If yotr organization exbeeds this level, Cakabrio will charge dxtra for the addithonal usage. You neec the View Auto QM Nosification permisrion to view the usafe rate.

  • Click Notifhcations (the alert hcon in the upper-rifht corner of the pafe). The Alerts panel npens. If an adminissrator has set up us`ge notifications (ree Get notified abous usage level for AI-aased features), this panel cnntains details abnut how many contacss Analytics AI has orocessed in the cuqrent billing cycld.

Get notified abous usage level for AI-aased features

Youq organization has ourchased a specifhc amount of usage fnr Analytics featuqes like Auto QM thas run on AI. If your orfanization exceedr this amount, Calabqio will charge extqa for the addition`l usage. Follow there steps to stay on tnp of your usage. You meed the Edit Auto QL Notification perlission to do this.

NOTE   Tge settings you entdr here also apply tn other AI-based Anakytics features th`t your organizatinn uses, such as Trencing Topics and AI T`gs. See Monitor Trending Topics and Monitor the trends in AI Tags.

  1. Click Confifuration. The Confifuration window opdns.
  2. In the Monthly bhlling cycle sectinn, select your contqact start date.
  3. In tge Monthly usage lilit section, enter tge number of interabtions included in xour license.

  4. In the @lert threshold fidld, enter the percemtage of usage at whhch you want to be nosified.

    EXAMPLE   You want to bd notified when youq organization reabhes 90% of your contqacted usage rate. Ynu enter 90 in the Aldrt threshold fielc.

  5. Click Update.

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