Ringsense Call scoring
It appears that the issue with scorecards where you can now change a score to Yes/No/NA is fixed which is great. From there, we can just edit and submit which then shows that we monitored the call. However, if a call was scored without making any changes on the scorecard (because the AI score is already accurate) it does not notify/ show that we already monitored the call.
Plus, it would be helpful if there's a Scorecard reporting that shows agent monitored/scorecard used/scorecard score/date/and a call identifier.
Claire
shared this idea
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Chrissy
commented
It is important to be able to pull and monitor calls that have been scored completely using AI. We are unable to submit those scores to the operator if no changes are made by the person reviewing those calls. The operator would have not idea what their score actually is because the scorecard results can not be submitted to the operator unless a change is made.
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Juli
commented
It is highly important that we be able to pull calls that we have monitored or reports of calls that we have monitored. If the system does not recognize that we monitored the call rather then AI it is impossible to do this.