Why It Matters
When you're looking after more than one team, product or campaign, the first question is usually "where do I start?". Scores by Channel answers that in one glance. It lines up the Overall Score for every Channel side by side, so you can see which teams are on track and which ones need a closer look this week.
From there, you can open any Channel and see where the whole team is strong and where it's slipping, Group by Group (for example, DPA or Call Opening), then click through to the conversations where it happened.
In short, it takes you from "this Channel is at 67%" to "these two calls missed the recording disclaimer" in a few clicks.
Step 1: Find Scores By Channel
In the left-hand navigation, select Dashboard.
Make sure you're on the Risk and Compliance Metrics tab (it opens by default).
Scroll down to the Scores By Channel graph, under Scores Over Time.
The graph shows a bar for each Channel's Overall Score. It pulls through every filter you set at the top of the Dashboard, such as Date, Channels, graded or ungraded calls, Tags and confidence range, so you only see the data you care about. For example, if you only want to compare two Channels, select just those. See Using Dashboard Filters.
Step 2: Compare Your Channels
Select View Channels to open the Scores By Channel table. Your Dashboard filters come with you and show at the top of the table.
For each Channel, you'll see:
Total Conversations in the selected period.
Conversations Passed and Conversations Failed compliance.
Overall Score, colour-coded so the Channels that need attention stand out.
You can search for a Channel or sort any column. Sorting by Overall Score is a quick way to bring the lowest-scoring Channel to the top.
Step 3: Open A Channel
Select View next to a Channel. This opens the Channel's scores page, with the Overall Score and conversation counts at the top and Scorecard Scores below.
Here's what you can do:
Pick a Scorecard: You'll see the latest active Scorecard for the period. If the Channel used more than one, switch using the dropdown on the right.
Open a Scorecard Group: Each Group shows its Group Score. Select one to open it, or use Expand Scorecard Groups to open them all.
Read each phrase: Every phrase shows its Criticality, Required, Mentioned and Not Mentioned counts and Adherence.
Narrow it down: Use Search, Select Scorecard groups, Sort by and Phrase Criticality to focus on what matters most, for example only Critical phrases.
Spot Your Team's Strengths And Gaps
This is where Scores by Channel really earns its keep. Every Scorecard Group has its own Group Score. At a glance, you can see which parts of the call the team nails and which ones need work.
Take DPA as an example. It sits in almost every Scorecard, whatever kind of calls a team handles, so it's a great one to compare. If DPA is well below the other Groups in a Channel, you know where the next training session should go. If another Channel is excelling at DPA, that's your benchmark, and a team worth learning from.
Here's how to read it:
Open the Channel and select Expand Scorecard Groups.
Compare the Group Scores to find the team's strongest and weakest areas.
Open the Group you want to understand, for example DPA, and check which phrases have the lowest Adherence.
Drill into the conversations behind that number (see Step 4).
đĄ Tip: If you have the same type of Scorecard Group in other Channels, e.g. DPA, you can check their score differences and drill down into the conversations. If the same Group is low everywhere, it may mean that training is weaker in that area or it may be worth revisiting the Scorecard or the script. If it's low in one Channel only, it's a coaching conversation with that team.
Step 4: Drill Into The Conversations
đ§ Alpha: Conversation drill-downs are in Public Alpha. Alpha means the feature is still being refined based on customer feedback, so changes, unexpected behaviour or occasional issues may occur as we improve it. We welcome your feedback.
This is where the magic happens. Next to every Required, Mentioned and Not Mentioned count there's an eye icon. Click it to see the conversations behind that number.
Not Mentioned shows the conversations where the phrase was required but missed. Start here for coaching and compliance follow-up.
Mentioned shows where it was said, which is handy for finding good examples.
Required shows every conversation where it was needed.
The list shows each conversation's date, length, Agent, Alerts, Overall Score, Compliance result, Workflow Status and Tags. Because this is the Channel view, you'll see every agent in the Channel, so it's easy to tell whether a missed phrase is one person or the whole team.
Select a conversation to open it and see exactly what happened. From there you can grade it, tag it or send it to the agent through Agent Highlights.
đĄ Tip: You can also view insights per agent on the Agent Insights Dashboard. This gives you the same drill-down for one agent at a time.
Scores By Channel Or Agent Insights?
Use Scores by Channel when you want the team view: which Channel needs attention and which phrases are being missed across everyone.
Use Agent Insights when you want the individual view: how each agent is doing, and establishing role models or coaching opportunities.
FAQ
Why don't the numbers match my Conversation List?
Check the dates. The Dashboard shows the Last 30 Days by default, but a Channel's Conversations page opens on Call Date: Last 90 days. Set both to the same date range and the counts will line up. Don't forget that the Conversation List also shows calls that haven't been scored yet, while the Dashboard only counts scored calls, so the list may show a few more.
The Gist
Scores by Channel lines up your Channels side by side so you can see where to focus. Open a Channel to see the team's strengths and gaps Group by Group, find the phrases pulling the score down, then click the eye icon next to any count to go straight to the conversations behind it.