Hybrid Smart QA score (%)

Term name

Hybrid Smart QA score (%)

Purpose

Track the average conversation quality score on conversations where an agent and a teammate both replied.

Definition

Average score of all criteria in the QA scorecard. Only includes conversations where an agent and a teammate both 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