Minimum scores

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 minimum scores that are used only once the score of the form is calculated. Minimum scores prevent the score of a form or component (sections, categories, questions) from reaching a score lower than the minimum score defined.

For example, the score for a component or form is calculated to be X. X is lower than the minimum score defined for that component or form. In this case, the calculated score becomes equal to the minimum score instead.

The minimum 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 minimum score takes effect for a question only if the question has been answered with a non-null answer.

Example: Minimum score

A form has a question that is assigned a minimum score of 5. If the question scores 3 points, the final score for that question is 5.

Related topics 

Scoring methods