Score Breakdown in Evaluation Notification
We currently have 2 questions that zero the scorecard, but agents are finding this very demotivating and the 0% score overrides all the good they have achieved in the other 10 questions.
Would it be possible to present the score in the notification email, and within Playvox, broken down into 2 parts?
Your quality score (Q1-10) is 80%
Your compliance score is 0%
Your overall score is 0%
Your quality score (Q1-10) is 95%
Your compliance score is N/a
Your overall score is 95%
Laura Mosca commented
This would be so helpful for us, having a separate compliance score is key for most industries and I find myself spending hours each week calculating this for agents