Ai Scorecard Analytics
  • 10 Jan 2024
  • 4 Minutes to read
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Ai Scorecard Analytics

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Article Summary

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.

Analytics can be pulled and easily exported for teams, groups, agents, and scorecards. 

Let's dive into the details for each.

Who can use this feature

Ai Scorecard analytics are available to Ai Contact Center and Ai Sales and customers on Pro and Enterprise plans.
To access scorecard analytics, you must be a Contact Center Admin or Supervisor.

Team and group analytics

Team and group analytics pull Ai scorecard metrics for coaching teams and contact centers. 

From your admin portal, navigate to Analytics

  1. Navigate to Ai Scorecards
  2. Select Teams and Groups

Here, you'll see Ai scorecard metrics for your coaching teams and contact centers. 

The default view displays the combined results for all teams and groups within the office.


Users can then search for individual contact centers or coaching teams and drill down into their performance.

Select a specific data point on the graph to see the total number of grades, the average grade for the calls graded, and the date the calls took place.

Teams and groups leaderboard

Detecting pain points and strengths is a breeze with our scorecard leaderboard.

Located right below the graph, the leaderboard demonstrates the top-scoring groups across the office and displays the following attributes:

  • Group name
  • Average grade
  • % of Change over the search period 
  • Total number of calls graded

Click on the arrows beside each column name to sort the data by column.

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Supervisors and admins can view a grader leaderboard, which displays the top graders, and how many calls were graded within the given search period. This is located beside the teams & groups leaderboard.

grader_leaderboard_QA.png

 

Depending on your user permissions, selecting View Scored Calls will direct you to the Web Call History where you can view all calls graded within the selected search period within the teams and group view.

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Exporting teams and groups analytics data

Reporting on the teams' and groups' data is a breeze. Simply click the purple "Export CSV" to download your data. 

Reports can be easily exported from both the filtered call logs or the team and group leaderboard. Let's dive into the data each contains.

  • Filtered Call Logsincludes Ai scorecard details for calls graded within the given search period.
    • 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
  • Team/Group Leaderboard - includes team and group leaderboard data from within the given search period. 
    • Group name
    • Average grade
    • Percent change
    • Target kind (Contact Center vs. Coaching Group)
    • Calls graded

Agent analytics

Want to dive into individual agent performance? Dialpad has you covered. 

From your admin portal, go to Analytics

  1. Navigate to the Ai Scorecard section
  2. Select Agents

Admins and supervisors can search all agents or for an individual agent within a specific date range. 

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

Tip:

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

When searching by all agents, the graph displays the number of calls graded daily, and the combined percentage of the calls graded.

Agent leaderboard

The agent leaderboard provides a clear overview of your top performers. Here, we see the following attributes: 

  1. Agent's name
  2. Average grade
  3. % Change
  4. Calls graded

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

Exporting agent analytics data

To download your agent's analytics, simply select Export CSV to download your data. 

Agent info can be easily exported from both the filtered call logs or the agent leaderboard.  

  • Filtered Call Logsincludes Ai scorecard details for calls graded within the given search period.
    • Call ID
    • Call started
    • Agent ID
    • External number
    • Internal number
    • Contact name
    • Call type
    • Scorecard ID
    • Agent name
    • Date graded
    • Scorecard name
    • Grade
    • Timezone
    • Comment   
  • Team/Group Leaderboard - includes agent leaderboard data from within the given search period. 
    • Agent name
    • Agent ID
    • Percent change
    • Average grade
    • Calls graded

Scorecard analytics

Scorecard analytics provide a breakdown of the overall scores given for the scorecard, and how many calls were graded utilizing the scorecard within a given 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. 

Go to your admin portal by logging in at Dialpad.com and navigate to Analytics

  1. Navigate to Ai Scorecard
  2. Select Scorecards

The top graph displays the frequency and date that the scorecards were used. 

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.

Select your desired parameters and click Apply.

Tip:
When reviewing overall scorecard information, you can search by all, some, or one scorecard.  However, if a user wants to see the breakdown of each question and the average score for each question, only one scorecard can be selected during a given search period.


FAQs

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. 

Want to learn more about Ai Scorecards?

Head to this Help Center article to get all the details.


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