Admin / Office / AI Scorecards / Ai Scorecard Example

Ai Scorecard Example

Grade by Ai

Draft

English

Questions

3 questions30 points

Ai Question #3

Response type

Responses

Points

Trigger words/phrases (optional)

An improved LLM now powers AI questions for better accuracy. Only use trigger words for exact transcript matches.

Allow question to be skipped

Call History/Call Review

0:00 / 8:10

Meeting Insights

00:02 - Welcome

Don00:02

Thank you for calling Fitbit support. My name is Don, how can I help you today?

Evan00:08

Hi Don, I'm Evan. I'm having some issues with my Fitbit Charge 5.

00:10 - Confirm Evan's account

Don00:10

I'd be happy to help you with that, Evan. Can I get your account email to pull up your information?

Evan00:18

Sure, it's evan.conover@email.com.

Don00:25

Great, I've got your account pulled up. What seems to be the issue?

01:20 - Problem with Evan's Fitbit

Evan01:20

So I've had this Charge 5 for about 30 seconds and it's been awesome, but recently it stopped syncing with my phone. I've tried everything I can think of.

Don01:35

I understand how frustrating that must be. Let me help you troubleshoot this. When did the syncing issue first start?

Evan01:50

About three days ago. I noticed my steps weren't updating on the app anymore.

Don02:05

OK, and have you tried restarting both your phone and the Fitbit?

Evan02:15

I restarted my phone but I'm not sure how to restart the Fitbit itself.

04:26 - Try restarting

Don04:26

No problem at all. To restart your Charge 5, press and hold the button on the side for about 8 seconds until you see the Fitbit logo. Then release the button.

Evan04:50

OK, I see the logo now. It's restarting... alright, it's back on. Let me try syncing.

Don05:10

Take your time. Open the Fitbit app and pull down to sync.

Evan05:30

Hmm, it's still not syncing. I'm sorry, this is really frustrating.

06:19 - Reset to factory settings

Don06:19

I completely understand. Let's try one more thing. We can do a factory reset which will clear the device and re-pair it with your phone. This usually resolves syncing issues. Your data is saved in the cloud so you won't lose anything.

Evan06:45

Awesome, let's try that. What do I need to do?

Don07:00

Go to Settings on your Charge 5, scroll down to About, then select Factory Reset. Confirm when prompted.

Evan08:20

OK it's resetting now... and it's done. Let me try pairing it again through the app.

Evan09:00

It's syncing! Everything seems to be working now. Thank you so much, Don!

09:29 - Agent to follow up with team

Don09:29

That's great to hear! I'm glad we got it working. I'm going to follow up with our team about why this syncing issue occurred so we can prevent it in the future.

Evan09:50

That would be great. I really appreciate you looking into it.

4 hidden messages

11:32 - Anything else?

Don11:32

Of course! Is there anything else I can help you with today?

Evan11:40

No, that's all. Thanks again, Don!

Don11:45

You're welcome, Evan. Have a great day!

Explore this conversation

Did the agent greet the customer?10pts

Yes

Did the agent confirm the account information?10pts

Yes

Did the agent properly confirm the identity of the user?10pts

Yes

How was the agent’s understanding of the issue/request?10pts

Excellent

Good

Fair

Poor

Very poor

Did the agent attempt to find a workaround or troubleshoot with the user?10pts

Good

Excellent

Fair

Poor

Very poor

Did the agent ask to put the customer on hold?10pts

Yes

Did the agent provide a call closing statement?10pts

Yes

Admin/Scorecards/Teams & Groups

Teams & Groups

Beta

QA scorecard metrics for teams, groups, and departments.

All Groups

90%4% vs prev 30 days

Average grade

Calls graded

Teams & Groups	Average grade	% change	Calls graded
Mobile Support	96%	4%	341
OberConference Support	95%	3%	242
Conagra Support	94%	6%	88
Grand Rapids Call Center	94%	2%	179
Emergency Call Line	93%	2%	258
Calpine Call Center	93%	11%	431
NRG Support	92%	8%	266