Coaching without the digging: Question-level scoring across reviews
You can now see how every scorecard question was scored across a review period, so you can spot knowledge gaps
Deeper Insights with Scorecard Performance Breakdown
As part of our existing Coach product, the reviews screen has allowed you to view all reviews completed on your EdgeTier account, with the ability to filter by different criteria such as Reviewer or Scorecard. We’ve now added additional reporting functionality, to allow you to see how your agents perform, broken down by scorecard, number of reviews completed and average scoring.
We’ve now added a Scorecard Performance table to show you your review metrics broken down by scorecard. It shows:
- Number of reviews completed using each scorecard (in selected period v. previous period)
- Agent Count (How many distinct agents received reviews with these criteria?)
- Reviewer Count (How many distinct users created reviews with this scorecard?)
- Passing score (from scorecard settings)
- Average Score (earned in selected period vs. previous period)
- Pass rate (percentage of passing reviews/total reviews in this period)
Each row represents the performance of each scorecard in the timeframe you selected in the date picker — also including any other filters you applied at the top of the page. Any comparison figures shown are calculated for the previous period for that scorecard (for example: this week vs. last week; today vs. yesterday; last month v. the month before).
Select any scorecard from the table to filter the reviews list below. This will show all reviews completed using that scorecard during your selected time period (and with applied filters).
Want to create a scorecard to track performance for a specific use case, or assess your agents average score in a specific channel? This widget will enhance the existing reviews functionality to provide you with even better insights to enhance your QA and coaching.
This feature is available to all Coach users with existing reviews access.
Coming Soon
We hope you love this release! We’re working on expanding reviews reporting functionality even further, and you’ll see more changes in our upcoming releases.
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Improved Agent Visibility & Filtering on Interactions
Every agent who touches a conversation gets tracked against it now, and you can widen filtering and reporting to match,
- Read more
Faster Follow-Ups: Add Variables to Your Ask Spotlight Prompts
You're now able to drop reusable variables into an Ask Spotlight prompt, so you don't have to retype the same
Customer-Focused Leaders Trust EdgeTier
Robert Davies
Consultant
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BBG Director of Customer Service
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Global Customer Care Manager
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