Following a well structured process of evaluating your customer conversations and scoring the related agent performance is a good standard if you want to achieve high levels of customer service and provide great customer experience.
Insightful's Quality Management feature helps standardize and structure that process and enhance agent performance and customer experience by allowing you to use the tools like call recordings, scorecards, and detailed reports.
Who can Score and Evaluate Conversations?
To be able to score and evaluate customer conversation (and create scorecards), managers need to have certain permissions enabled.
If a manager has both these permissions - Manager can view calls and Manager can score calls - they will be able to view and evaluate calls. These are two separate permissions and both are required for full access.
Additionally, to create or view scorecards for the projects within their scope, the Manager can create/see existing scorecards permission is also required.
Scoring and Evaluation Process
If an organization has Quality Management feature enabled, all the conversation recordings will be available within the Quality Management tab, including individual segments and full conversations.
The conversation scoring and evaluation process with Insightful's Quality Management begins when one selects a recording and starts scoring it against all the questions from a selected, pre-created scorecard.
On the Evaluation page, you can filter Status, with following action buttons:
Reviewed
Unreviewed
In Review
One can use filters to view only specific review statuses and search, for specific conversations.
Insightful supports audio recordings so, depending on the setup, you may have video, audio, or both available. Scorecards can only be accessed and used together with a call recording.
Screen recording can be played by clicking the play button.
Scorecard options
If a Scorecard has been created, it will be listed next to a recording. In the top right corner, you can click on the three dots to edit, duplicate, move the scorecard to a project, activate it, set it as default, or remove it.
A default scorecard is the one automatically selected when opening a conversation. If that scorecard is applicable to the project, it acts as a shortcut, so users don’t have to choose it manually each time. If there are multiple scorecards available for the project, users can switch to the one that fits best.
This default can be manually changed if needed, allowing you to choose a different scorecard at any time.
If no scorecard has been created, it will display a message indicating scorecard absence and provide an option to create one.
Scorecards can also be active or inactive. If a scorecard is inactive, it will still appear on the Scorecards page but won’t be available as an option for evaluating calls on the Segment page. It’s displayed in the last column of the table.
Last edited
If a scorecard was created but hasn’t been edited, the Last edited column will show N/A. Once any changes are made, the date of the last edit will be displayed.
Switching scorecards
If you need to change the scorecard you’re using, click the arrow next to the scorecard name and select another existing scorecard. Once selected, you can begin evaluating the conversation according to the new scorecard.
Total Points and IQS (Interaction Quality Score)
The evaluation process uses a total points approach, where each question in the scorecard can be scored with a certain point value (up to a defined maximum). These values are summed to define the total possible score an employee can receive for that evaluation.
To calculate the final evaluation result - IQS (%) - the system treats the total maximum points as 100%. The IQS is then calculated based on the proportion of the points awarded during evaluation, using the following formula:
IQS = Sum of points earned / Sum of maximum points for the scorecard = x %
The end result is always rounded to one decimal.
You can only evaluate one scorecard at a time, and the score will be visible for that specific scorecard only.
IQS is visible on Evaluation, Conversation and Segment pages and appears as a column on the Conversation page and in the header section of the Segment page.
How Different Question Options Impact the Scoring?
Before viewing the listed questions, you can see which question you're currently on (amongst all the questions - both optional and required).
Certain question options can impact how the overall IQS is calculated:
N/A (Yes/No Questions Only): Selecting the N/A option removes that question’s maximum points from the overall score calculation. This reduces the total possible score for the evaluation.
Required Questions: If a required question is left unanswered, whether there is one or hundreds, the evaluation will not be considered complete until all required questions are answered and the system will not calculate the final IQS. Instead, the score will display as N/A until all required questions are completed.
Auto-Fail Questions: If an answer marked with the auto-fail toggle is selected, the entire scorecard will result in an IQS of 0%, regardless of other responses. This applies to both required and optional questions.
An answer that triggers auto-fail will override all other answers and unanswered required questions. The final IQS will be 0%, and the call will be automatically marked as reviewed unless manually changed. Even if a user scores the maximum on 19 out of 20 questions, selecting an auto-fail answer on the 20th will still result in an IQS of 0%.
Activity Logs and Total Usage
The data shown in the Activity Logs and Total Usage section can help the conversation evaluation by showing the exact time and the percentage of usage, along with the applications and websites used during the conversation.
If you hover over it, you will see the following details.
Additional timing-related details:
Start/End Time: Start and end time mark the beginning and end of a conversation or segment, covering the entire duration and Total time.
Total time: Time spent actively handling the segment.