Monitor automated evaluation scores

Auto QM uses AI to evaluate conversations and provide scores for standard agent performance questions. The scores are automatically generated and available at both individual and aggregated levels. For further information about the Auto QM evaluation criteria, go to About the Auto QM evaluation criteria

Prerequisites

  • You have an Analytics Enterprise license.
  • You have the View Auto QM Dashboards and Edit Auto QM Dashboards permissions to view the Auto QM dashboards
  • You have the View Auto QM, Edit Auto QM, View Contacts, or View Scored Contacts permissions to view Auto QM in the Media Player

Page location

Analytics > Auto QM

Procedures

Navigate the dashboard

  1. Click Home.
  2. Select a form and click Apply.
  3. Click Date range
  4. Select a filter check box or manually select a date range and click Apply.
  5. Click Organization.
  6. Click Direction, select Inbound or Outbound, and click Apply. Click Reset all to reset the direction.
  7. If required, select a group, team, and agent, and click Apply.

  8. View the following metrics:

    • Average auto evaluation score - The overall average score of all interactions evaluated by Auto QM.
    • Total auto evaluated contacts - The total number of interactions evaluated by Auto QM.
    • Total auto evaluated agents - The number of unique agents whose interactions are evaluated by Auto QM.
    • Auto evaluation score trend - A graphical representation showing how auto evaluation scores have changed over time, helping identify improvements or declines in performance.
    • Auto evaluation sections - Specific categories within the auto evaluation (for example, empathy, professionalism, greeting, and so on), each assessing different aspects of agent performance.
    • Performance score chart - A visual representation (for example, a graph or bar chart) comparing the performance scores of agents, teams, or overall auto evaluation scores over time, facilitating easy identification of top performers, areas for improvement, and progress tracking.
  9. To view detailed information, click a group, team, or agent name.

View the evaluation metrics for a group

  1. Click Evaluation.
  2. On the Groups tab, select a Group filter.
  3. View the Evaluation score trend. Select View by year, View by month, View by week, or View by day.
  4. View Auto evaluation sections.
  5. Click a team name to view detailed information about the team metrics.

Navigate the evaluation metrics for a team

  1. Click Evaluation.
  2. On the Teams tab, select a Team filter.
  3. View the Evaluation score trend. Select View by year, View by month, View by week, or View by day.
  4. View Auto evaluation sections.
  5. Click an agent name to view detailed information about the agent metrics.

Navigate the evaluation metrics for an agent

  1. Click Evaluation.
  2. Click the Teams tab.
  3. Click an agent's name.
  4. View the Evaluation score trend. Select View by year, View by month, View by week, or View by day.
  5. View Auto evaluation sections.

  6. To view more information about the agent's conversation with the customer, click a contact ID. For further information, go to Evaluate a contact.

    NOTE   In the Evaluation tab, you can view the Auto evaluation scores and the Manual evaluation scores. To override a score generated by AI in the Auto evaluation tab, click Edit score, select Yes 100%, No 0%, or N/A, add a comment, and click Save score. This will also update the overall score. You can only use this feature if you have edit permissions.

Configure a cap notification

In the Configuration tab, you can configure alerts that notify you when you approach a usage cap. If you exceed this usage cap, there will be overage pricing for the extra usage. You can configure three types of notifications:

  • Number of contracted licenses.
  • Cap for the number of interactions per agent per month.
  • Percentage for overage.

You receive one notification daily for each of your configured alerts. There are three types of notifications:

  • Daily usage notification - Receive notifications on a daily basis to show monthly usage.
  • Near overage notification - Receive notifications when you are close to the percentage usage cap and will be charged by overage if you exceed the cap.
  • Overage alert - Receive notifications when you have exceeded the usage cap and will be charged by overage.

To configure an alert, complete the following steps:

  1. Click Configuration or click the Alerts icon and then click Go to Alerts Configuration.
  2. Select the starting date that is in your contract.
  3. Enter the number of contracted licenses included in your license.
  4. Enter a percentage cap for interactions, so that they will an trigger alert.
  5. Click Update and then close the window.
  6. To view alerts, click the Alerts icon in the upper-right corner.

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