evaluagent CX: How to use the SmartScore Change Report
Prerequisites
To complete this help guide, you must have the following:
evaluagent CX Plan
You need the permission "SmartScore Reporting" enabled. This is found under the "Reporting" heading within roles and permissions
For the report to be populated with any data, you must have evaluated at least one conversation with SmartScore
Why use the SmartScore Change Report?
The purpose of the SmartScore Change Report is to help you monitor the accuracy of your Automated Line Items and keep track of how frequently Evaluators are overruling the automated outcome.
By regularly reviewing the accuracy of the automation and any associated feedback from Evaluators, you may choose to review the underlying logic/prompt/guideline of the Automated Line Item in question.
To view the SmartScore Change report, follow the steps below.
Navigation prompt
Go to the sidebar menu > Hover over the Reporting Icon > Click SmartScore Report
How can the SmartScore Report help me monitor accuracy?
The SmartScore Change Report is split up into three key areas.
Reporting Tiles
This area provides you with a high-level overview of usage, and accuracy
Data Table
This area is your working area. It enables you to review the changed scores along with any comments which have been left by the evaluator. By clicking the checkbox next to each row of data, you are able to move rows of data back and forth between the "Under review" tab and the "Reviewed" tab as you digest this feedback to improve the underlying logic of your Automated Line Item.
The report table columns include:
Column | Description |
Contact ref. | Reference number for the contact - click to view the evaluation |
Scorecard & Line Item | The scorecard and specific line item that was SmartScored |
SmartScore | The original score assigned by SmartScore |
Correction | The score the evaluator changed it to |
Evaluator | Who changed the score and when |
Reason for change | The evaluator's explanation for changing the score |
Other features of the SmartScore change report include:
The ability to export the data to a CSV file, by clicking the "Export" button
The ability to filter the data so you can get an understanding of SmartScore accuracy by Scorecard/Line Item and Evaluator over any selected data period.
How to use the SmartScore Report to improve accuracy?
By encouraging evaluators to leave feedback as to why they changed the automated score, you are helping yourselves in improving the accuracy of SmartScore over time. Whilst the report itself does not improve the accuracy of SmartScore - information from this report should be taken into account whenever you are thinking about creating or editing an Automated Line Item.
Additionally, if you find evaluators are overruling SmartScore incorrectly then it may be useful to consider running a calibration session to agree on the expected standard