Capire i tuoi punteggi
Che cosa significa il punteggio, perché varia tra un tentativo e l’altro e come confrontare equamente.
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The score itself
Each criterion is scored from 0 to 100 based on the transcript, then combined using its weight. Mandatory criteria that are missed cap the final score at the value configured on the scorecard.
Why a score can change between attempts
Two conversations are never identical. A slightly different persona reaction, a question asked in a different order, a shorter answer — all of these legitimately move a score. This is a feature: it is why five attempts tell you more than one.
Comparing people fairly
Only compare scores on the same scenario. Scores across different scenarios use different criteria and different difficulty, so a 78 on a renewal and a 78 on an escalation mean different things.
Reading the dashboards
The team dashboard shows the median and the spread per criterion. The spread is usually more actionable than the median: a criterion where everyone is average needs a process fix, one where the spread is wide needs coaching.
Exporting
Everything is available through the API and webhooks, including per-criterion scores and the transcript. See the developer documentation for the endpoints.