Scoring rules

Rules can be defined under Form Designer that affect the scores of forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. and components.

Behavior is derived from rules that are created for the form, as follows:

A question, category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions., section, or score of a form can be automatically increased or decreased. This action depends on how a question is answered anywhere in the form. It is also irrespective of the category or section to which the question belongs. A score of a question is increased or decreased only if it is answered. The score of a category, section, or form is increased or decreased only if at least one question within these components is answered.

If the score is automatically decreased according to a rule, it is never lower than the minimum score defined for the question, category, section, or form. If a baseline has been defined, it is still considered when calculating the final score for the component.
A question, category, section, or score of a form can be automatically set to a certain value. This action depends on how a question is answered anywhere in the form. It is also irrespective of the category or section to which the question belongs. A score of a question is set to a value, regardless of what answer is selected for this question. The score of a category, section, or form is set to a value, regardless of whether any questions within these components are answered.

If a value has been set in this way, this value overrides any minimum scores that can be defined for the question, category, section, or form. The value also ignores any baselines that have been assigned.
A question can be automatically answered, based on how another question was answered. However, if required, you can still change the answer afterward. If any minimum scores or baselines are defined, they are considered when calculating the final score for the question.