How scoring works

Scoring indicates how closely the voice from an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. channel matches a voiceprint File containing a mathematical summary of the vocal patterns of a person’s voice used in the IAFD product to assist with identity verification and detection. model. Scores range from -100 to 100. The numeric score is also displayed graphically as a confidence level.

Score representations

The system represents the score in two ways. Each conveys the same information in a different format.

Confidence level

A confidence level represents the numeric score graphically. A gauge bar displays on top of a color gradient. The location of the gauge on the gradient illustrates the score. The farther right the gauge extends, the higher is the score. If a score is non-zero, the precise numeric score displays next to the score gauge.
- Yellow is at the center of the gauge and represents zero.
- Color gradations from red (left) to yellow (center) are scores in the range of -100–0.
- Color gradations from yellow (center) to green (right) are scores in the range of 0–100.
Numeric score

The numeric score provides precise match results for statistical, voice biometric analysis. The numeric score uses integers and decimals up to the hundredths place.

Relationship between the confidence level and the numeric score

The scale shown by the confidence level is relative to the numeric score. The confidence level differences for scores of 0, 50, and 100 are proportionally represented on each of the graphic representations.