AI conversation scoring reports
Compare conversation quality scores by period or operator, including score bands, coverage and manager overrides.
What it is
AI Scoring Performance summarises recorded conversation quality scores by date. AI Scoring Agent Performance compares the recorded scores by operator. Both show score bands and conversations with manager overrides.
Who uses it and why
- Supervisors identify score trends and operators who may benefit from coaching.
- Operators with Reports access review the work available to their account.
- Administrators check score coverage and compare results using the same scorecard and reporting scope.
Where to find it
Open Reports › AI, then choose AI Scoring Performance or AI Scoring Agent Performance. Both require the Reports role.
How it works
- Select a website and date range.
- Set the available operator, location, subsite and tag filters.
- In AI Scoring Performance, choose the date grouping and select Apply Filters.
- Read the scored count alongside the average and distribution. Use AI Scoring Agent Performance for operator rows with minimum and maximum scores.
Scores use a scale of 0 to 100. Low is below 60, Mid is at least 60 and below 80, and High is 80 or above. Each band's percentage uses scored conversations as its denominator.
The period report's Coverage is scored active conversations divided by eligible active conversations in the filtered population. Its overall scored count can include scored conversations outside that active population.
Overrides counts conversations with at least one manager-overridden criterion. Several overridden criteria in one conversation still count as one affected conversation.
Configure it
Choose the period and operators in the report. Configure scorecards at Settings › AI › Features with the Settings or Developer role, and use the Manager role to change individual scores through the conversation quality-scoring feature. Access to a report does not itself grant permission to change scores.
Check which scorecards produced the results and use comparable dates when assessing changes. The total average uses the underlying scored results, rather than taking an unweighted average of the displayed row averages.
Permissions
| Permission | Lets you |
|---|---|
| Reports | Open the scoring performance tables in the reporting workspace. |
Limits and good to know
- Hourly grouping falls back to daily grouping for ranges longer than seven days.
- The period table omits date rows with no scores and no overrides. Such periods can still affect total coverage.
- Missing scores do not become zero-scored conversations. A summary average of zero needs to be read alongside its scored count.
- The operator table includes minimum and maximum scores; coverage appears in the period table.
- Operator QA provides a separate dashboard with coaching and review detail. Its eligibility rules can produce different coverage results.
Depends on and works with
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
The Reports role controls access to these tables.
- AI feature settings and change historyConfigured by
Scoring features define the scorecards available to filter.
- AI conversation quality scoringRequires
Conversation quality scoring supplies scores and manager overrides.
- Report selection and filtersRequires
Scoring tables use the reporting workspace.
- Operator QA and coaching dashboardRelated
Operator QA adds coaching and calibration views alongside the separate scoring tables.
Used by
- AI conversation quality scoringRelated
AI scoring reports aggregate the recorded conversation scores.
- Operator QA and coaching dashboardRelated
Scoring performance tables provide separate date and operator summaries with different coverage rules.
FAQ and troubleshooting
Why is coverage lower than I expected?
Some eligible active conversations have no recorded score. Check the period and filters, then inspect the scoring configuration if needed.
Why does a date have no row?
The report omits dates with neither scored conversations nor overrides. The date can still contribute eligible conversations to total coverage.
Why are ten changed criteria shown as one override?
The report counts conversations with overrides, rather than individual changed criteria.
Can I edit a score here?
No. These are reporting tables. Use the individual conversation's quality review controls with the Manager role to change a score.