Agent-only Smart QA score (%)

Term name

Agent-only Smart QA score (%)

Purpose

Track the average conversation quality score on conversations where only agents replied.

Definition

Average score of all criteria in the QA scorecard. Only includes conversations where only agents replied.

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

FAQ

n/a