Baseline score
Questions, categories, sections, and forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. can each be assigned baseline values. These values can be positive or negative and are added to the scores of components and form. The baseline score is a useful way to give bonus scores, irrespective of the actual answer, such as for rewarding special behavior.
The baseline score takes effect on a section/category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. only if at least one question in that category/section has been answered with a non-null answer. A non-null answer is an answer that affects the score. The baseline score takes effect for a question only if the question has been answered with a non-null answer.
Example: Baseline score
A form has a question that is assigned a baseline of 20. If the question scores 10 points, the final score for that question is 30.
Example: Baseline score with rules
A category of a form is assigned a baseline of 100 and the form has the following rule:
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Each question answered No reduces the score of the category
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Each question answered Yes leaves the category score as is, and no points are awarded
The form has a category with two questions answered as follows:
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Question 1, which scores 5 points, is answered No.
The system reduces the score of the category by 5 points, and the score of the category is 95 (-5+100).
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Question 2 is answered Yes.
The score of the category remains 95 (95-0).