Ai Scorecard Analytics

Analytics tell you a lot about your business, providing you with the big picture and the minutia of individual moments. Dialpad's Ai Scorecard analytics organizes data into an easy-to-understand format, allowing instant insight into your team's and agent's performance.

Let's dive into the details.

Types of Ai Scorecard analytics

Ai Scorecard analytics is organized into three dashboards:

• Team and Groups Dashboard: Provides insights on Ai Scorecard usage and grades within your teams, groups and graders.

• Agents Dashboard: Provides insights on Ai Scorecards metrics for individual agents.

• Scorecard Dashboard: Ai scorecard metrics per scorecard.

Let’s explore each dashboard.

Team and group dashboard

The Team and group analytics dashboard display Ai Scorecard data for Coaching Teams and Contact Centers. 

This dashboard shows the number of scorecards graded daily (manually or by AI), the average scorecard grade, and changes compared to the previous 30 days.

To access team and group scorecard data:

1. Go to your Dialpad Admin Portal

2. Select Analytics

3. Navigate to Ai Scorecards

4. Select Teams and Groups

5. Filter the date range, and for specific teams and/or groups
   

Hover over a day to see the number of scorecards graded that day (manually or by Ai) and the average grade.

Located below the graph, the Teams and Groups Leaderboard displays the top-scoring groups across the office. Here, you’ll see the average grade, the perctange changed and how many interactions were graded per group.

Supervisors and admins can view a grader leaderboard, which displays the top graders (including Dialpad Ai), and how many calls were graded within the search period.

Agent dashboard

The Agents dashboard shows the number of interactions graded each day and the overall percentage of graded calls.

You can filter the data to view metrics for individual agents, or all agents within a specific date range.

To access agent scorecard data:

1. Go to your Dialpad Admin Portal

2. Select Analytics

3. Navigate to Ai Scorecards

4. Select Agents

5. Filter the date range, and for specific agents

   1. The date range is based on when the calls occurred, not when they were graded.
      

When searching by all agents, the graph will show the number of calls graded each day, and the combined percentage of the calls graded.

The agent leaderboard provides a clear overview of your top performers. Here, you’ll see:

• The agent's name

• Their average grade

• % Change

• Number of graded calls

Tip

To view the total number of graded calls, select the number in the Calls Graded column.

Scorecard dashboard

The Scorecard dashboard provides a breakdown of the overall scores given for a scorecard, and how many calls were graded using the scorecard within the search period. You can search for calls based on the date graded, as well as the call date, grade date, or by the overall call feedback and comments. 

To access scorecard data:

1. Go to your Dialpad Admin Portal

2. Select Analytics

3. Navigate to Ai Scorecards

4. Select Scorecards

5. Filter the date range, grader(s) and/or question(s)
   

By default, it will display all scorecards, over a 30-day period. You can filter by date, question, or scorecard name to drill into your scorecard performance.

The leaderboard displays teh following information for each scorecard:

• Grader type (Ai, Manual or Suggestions by Ai)

• Average grade

• % change

• Grade override (the number of grades that were manually override by a user)

• Number of calls graded with the scorecard

Frequently asked question

Can I export my Ai Scorecard data?

Yes, each Ai Scorecard dashboard can be exported.
To export your Ai Scorecard data, filter the dashboard as needed, then select Export .CSV

Reports can be easily exported from the filtered call logs, or leaderboard data.

The Filtered Call Logs includes Ai scorecard details for calls graded within the given search period. This report contains:

• Call ID

• Agent ID

• Internal number

• Call type

• Agent name

• Scorecard name

• Timezone

• Call started

• External number

• Contact name

• Scorecard ID

• Date graded

• Grade

• Comment

The leaderboard export includes team and group/agent/scorecard leaderboard data from within the given search period and includes the:

• Group/Agent/Scorecard name

• Average grade

• Percent change

• Target kind (Contact Center vs. Coaching Group)

• Number of graded interactions

• Number of times the scorecard was used

• Number of times the scorecard was overridden

How can I see meetings-specific Ai scorecard grades?

Currently, graded meetings and calls are combined into the same score on your leaderboards and graphs. To obtain specific meeting scores, you need to export the data and review the call type column to see if the interaction was a call or meeting.