AI Scorecards is one of Dialpad's many AI features. It's an amazing way to monitor your team's performance and ensures that all of your contact center calls are graded objectively.
Let's go over some commonly asked questions about AI Scorecards.
Can I use AI Scorecards with Dialpad Meetings?
If a member of your Coaching Team has a Dialpad Meeting with someone outside of Dialpad, the meeting can be graded by a scorecard. However, AI-grading is not available for the meeting; the meeting will need to be manually graded using the scorecard.
How are scores calculated when a question is skipped?
When a grader skips a question (if applicable), that response is excluded from the grade calculation.
Example
When John graded Mary’s call, he skipped three questions, totaling 30 points.
The scorecard is worth 100 points, and the agent received 60 points for the first three questions, 0/10 points on question 4, and then skipped questions 5 (5 pts), 6 (10 pts), 7 (5pts), and 8 (10 pts), totaling 30 points skipped. This results in a score of 60/70, which works out to 85.71 => 86%.
Is screen recording available while grading a call?
Not at this time.
Are AI Scorecards automatically included in my plan?
No, there is an additional monthly fee to use AI Scorecards.
What languages do AI Scorecards support?
AI Scorecards are only available in English. But stay tuned, we're adding more functionality soon!
Why don't I see AI Scorecards on the mobile app?
AI Scorecards are available only on the Dialpad browser app and our desktop app.
Can I restrict visibility to my scorecards (so only I can see them)?
Currently, there is no way to restrict visibility to AI Scorecards. When you create an AI Scorecard, it will be visible to all other supervisors, Contact Center Admins, Office Admins, and QA graders.
Can I use AI Scorecards on any call?
No. AI Scorecards can be used on Contact Center and Coaching Team calls only.
You can also use AI Scorecards on Coaching Team meetings, but these must be graded with a 'traditional' scorecard, as AI-powered scorecards are not yet available for meetings.
Can I use AI Scorecards during my free trial?
No. AI Scorecards are available on paid Dialpad Sell and Dialpad Support plans, or as a paid add-on.
Can I edit trigger words or phrases on a published scorecard?
Yes.
Can I edit questions on a published AI Scorecard?
AI Automated Scorecards can be updated, assisted or manual scorecards cannot be edited after creation.
Why aren’t all of my trigger words and phrases being answered by AI?
The AI QA question engine runs in real time and matches words and phrases immediately after they are spoken. Occasionally, these immediate words are updated a few seconds later, once more context is available (usually due to punctuation, time, date, currency, or number formatting)
Transcript adjustments sometimes cause AI Questions to be missed, even when the phrase is present in the final call transcript.
For example, the real-time sentence “Thank you for calling office three six five support how may I help” is formatted to “Thank you for calling Office365 support. How may I help?” after the call is completed.
The phrase “How may I help” was missed as a separate sentence because it is transcribed in real-time as “how may I help”.
Can we have AI turned on to use AI Scorecards, but not have the audio recorded (due to recording laws)?
No, call recording is required to use AI Scorecards.
Why don't I see the option to rate a call in the web call history?
The option to rate/grade a call (AI Scorecards) will only populate in the web call history if it's a recorded contact center call.
If certain area codes should not be recorded, is it mandatory to add them to the exception list?
Yes! Please see Add All-Party Consent States to Exception List for more information.
Once I’ve created a new AI Scorecard, can it analyze my agents' historical calls?
No. Once an AI Scorecard has been created and published, it will begin analyzing all net-new calls from the date the scorecard was published.
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