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Analyzer Scoring Detail Report

The Analyzer Scoring Detail Report provides Analyzer scoring data on agent and customer cumulative scores for contact center management. This report displays positive and negative scores for keywords from both the agent and customer conversation legs. The report displays data from all workgroups by interval. It also breaks down scores by workgroup, with the name of the recorded agent and the scoring details of the recorded interaction.

The information in the Scoring Detail report is displayed by interval and workgroup and includes:

  • The sum of positive customer scores for the interaction

  • The sum of negative customer scores for the interaction

  • The sum of positive agent scores for the interaction

  • The sum of negative customer scores for the interaction

  • The total sum of customer scores for the interaction

  • The total sum of agent scores for the interaction

  • The total sum of customer and agent scores for the interaction

Parameters

The following parameters can be specified for the Scoring Detail:

  • Recording Date/Time

  • Agent

  • Workgroup

  • Site ID

  • Top N Results

  • Bottom N Results

  • Group Order

  • Interval

Sample report

Click on the image below to view a sample of this report.

 

 

Report Element Descriptions

Report Element

Database Column or Computation

Interactions

Row Count

Avg. Total Score

(Avg. Agent Score + Avg. Customer Score) / 2

Avg. Agent Score

Average of the sum of Agent Positive and Agent Negative scores

Avg. Customer Score

Average of the sum of Customer Positive and Customer Negative scores

Workgroup

Workgroup

Recording ID

RecordingId

Duration

Duration

Agent Name

DisplayName

Initiation Policy Name

InitiationPolicyName

Overall Score

{IR_RecordingMedia.KeywordCustomerScorePositive} + {IR_RecordingMedia.KeywordCustomerScoreNegative} + {IR_RecordingMedia.KeywordAgentScorePositive} + {IR_RecordingMedia.KeywordAgentScoreNegative}

Customer Score

{IR_RecordingMedia.KeywordCustomerScorePositive} + {IR_RecordingMedia.KeywordCustomerScoreNegative}

Agent Score

{IR_RecordingMedia.KeywordAgentScorePositive} + {IR_RecordingMedia.KeywordAgentScoreNegative}

Cust. +

{IR_RecordingMedia.KeywordCustomerScorePositive}

Cust. -

{IR_RecordingMedia.KeywordCustomerScoreNegative}

Agent +

{IR_RecordingMedia.KeywordAgentScorePositive}

Agent -

{IR_RecordingMedia.KeywordAgentScoreNegative}

 

Stored Procedure

  • sprpt_AnalyzerScore

 

Tables

  • IR_RecordingMedia

  • IR_Event

  • IntxSegment