Smart QA score (%)

Term name

Smart CSAT score (%)

Purpose

Track the average conversation quality score across your team, including teammates and agents.

Definition

Average score of all criteria in the QA scorecard.

Location & attribution

• Agents report

  • Key metrics chart

  • CSAT score breakdown chart

  • Agents over time chart

  • Agent details table

• Custom report

  • Line chart

  • Key metrics chart

  • Table chart

• Smart QA report

  • Smart QA score chart

  • Smart QA score over time chart

  • Review by teammate table

FAQ

n/a