Learn how the Performance Score tracks your Organization's performance
written by: Christopher Jacko
Permissions for Dashboard App and Team Performance App are required to view Performance Score.
1. About the Performance Score
Instead of manually evaluating a tiny fraction of your calls, Corti will automatically analyze every single call and score the call-taker's performance. This provides an automatic review of individual, team and organization performance, supporting a more efficient way of training and helping call-takers make the right decisions faster and more accurately.
The Performance Score (or QI score) gives an indication of a call-taker's performance by providing a numerical percentage, which is automatically calculated based on Selected Trackers, and the organization's target performance goal.
click to expand
💡 By having a Performance Score, QA Managers are able to optimize time spent on manual reviews by focusing on calls that are significantly different from other calls e.g. complex calls or calls where key interventions appear late in the call.
A Performance Score is automatically produced by Corti for every call following an automatic review of the call-taker's performance, based on the selected trackers enabled on the dashboard.
Organization, team and user performance are tracked by calculating the average Performance Score for relevant calls- On each Performance Dashboard (Organization, team and user) the Performance Score Box displays the Performance Score average for the selected time range.
- Performance Score averages are also the basis for the Performance Graph on all dashboards and the Leaderboard on Organization and Team Dashboards.
- Setting a Performance Goal will allow all call takers to see the desired performance target, and will track performance against the desired target.
- Based on the goal set, the score will turn green, yellow, or red depending on how high or low the performance is compared to the target
In order for users to view and edit the dashboard, users will need the, View Performance Metrics, and, Performance Metrics Management permissions, respectively, in order to have the appropriate access for viewing and editing.
2. Further Reading
How to visit an organization's Performance Dashboard
How to visit a team's Performance Dashboard
How to visit a user's Performance Dashboard
How to set and adjust the Performance Goal
How to Identify Performance Trends in the Dashboard
How to plot daily, weekly or monthly averages on the Performance Graph
revised: March 14, 2023