In this article:
Voyc’s Overall Score Metric provides you with comprehensive view of your organisation's performance and compliance when interacting with customers without ever needing to export anything or leave the platform.
What is Voyc’s Overall Score?
Every call uploaded to Voyc is checked against your active Script and given an Overall Score using our advanced, AI-powered auto-scoring. The Overall Score is currently comprised of two components:
Compliance; and
Adherence,
the rules for which would have been configured when you create your script.
If you haven’t created your Script yet; you can learn how to create and activate it here.
Once the auto-scoring is complete for a call, you can review each the performance of each call and its Overall Score from the Grading Panel and even update the score if necessary.
You are also able to view and dig deeper into the Overall Score using our Dashboard Metric. Note that any score updates from Grading will reflect immediately on the Dashboard. The Overall Score can also be exported and interrogated using one of our single sheet QA Reports
This article will focus on the Dashboard Metric, for information on our report exports, please click here.
The Overall Score Dashboard Metric
The Overall Score is the first metric you will see when logging into Voyc as you land on the Risk and Compliance tab of the Dashboard by default. The data will be for all channels for the current month by default but this is easy to change using the filter ribbon at the top.
The Overall Score Metric is available on three levels currently:
Organisation;
Channel List; and
Channel Summary
The Overall Score on an Organisation Level
The Organisation level card for Overall Score contains three views of this metric
The average Overall Score percentage with a count of Passes and Fails;
Scores Over Time; and
Scores By Channel
Let’s look at each of these sections in more detail
Average Overall Score Percentage
The first thing you’ll see is the average Overall Score, accompanied by Pass and Fail counts for the period. The score displayed here is the average of all Overall Scores in the Organisation or selected Channel(s) chosen. Right next to it is a trend indicator that shows whether the score has increased or decreased from the previous month as well as whether this change is desirable or not.
Below the score you will find counts for the total number of Passes and Fails in all the calls used to calculate the score above. Pass and Fail here refer to Compliance Pass and Fail, which is determined by the Auto-fail if not Present toggle when configuring your Script.
Scores Over Time
This graph shows how the Overall score has fluctuated or trended during the chosen period of time. The time interval shown will depend on your chosen Date Range:
Daily and Weekly ranges will use intervals of one day; and
Monthly ranges will use intervals of one week.
Use these intervals to help you spot periods that need attention so that you can help agents perform better and improve customer experience. You can then pull targeted reports for a particular period and analyse it thoroughly to determine if there are any trends related to the selected period.
Scores by Channel
This graph provides you with a high level view to compare performance across channels. The channels shown are determined by the Channel filter at the top of the Dashboard. By default all Channels are shown but if a specific Channel or Channels are selected, this graph will only contain bars for each selected Channel.
This graph is also your entry point into the first level of Overall Score Drill Down, which you can access by clicking on View Channels.
Overall Score Drill Down: Channel List
The first level of the Overall Score Drill Down is the Scores by Channel list view, which gives you more data per channel than the graph on the previous screen, allowing you to do more detailed Channel comparisons and easily determine which Channel needs the most urgent attention.
On this page you will see a list of all the Channels that were selected and displayed at the Organisation level
If you selected “All Channels” at the Organisation level, you will see all of your Channels here.
If you selected only some of your Channels at the Organisation level, you will see only those Channels here.
The Channel list is searchable, sortable and contains the following information for each Channel:
Total Conversations: all conversations in that Channel for the period;
Conversations Passed: all conversations in that Channel for the period which passed compliance;
Conversations Failed: all conversations in that Channel for the period which failed compliance; and
Overall Score: the average Overall Score for that Channel for the period, colour-coded to make it easy to spot where to go next and focus your attention
Each row of the list also has a View Channel link, which will take you to that Channel’s Channel Summary for the selected period
Overall Score Drill Down: Channel Summary (beta)
The next level of the Overall Score Drill Down is the Channel Summary, which gives you the same detail as the Scores Overview and Scores Detail reports directly within Voyc.
When you first land on this page, you will see a summary banner, which simply repeats the data from the List view. Below this you will see the scores for your Active Script in a collapsed view that mirrors the Scores Overview report.
Exploring Overall Score
You can dig into your scores in a few ways here:
Expand Script Groups to view the full detail for all groups and phrases within the script, effectively mirroring the Scores Detail report.
Expand a single Script Group by clicking on it so you can look at scores and adherence Group by Group.
Search for a particular Script Group to look into.
Select multiple Script Groups to look into and compare.
Sort Script Groups by Overall Score, either in ascending or descending order to help focus your actions on what’s most relevant to you.
Filter the phrases shown by their criticality, for example selecting only “Critical” will remove any Low, Medium and High phrases from view allowing you to focus on the phrases with the highest impact on risk and customer experience.
Both the Group Scores and the phrase adherence are colour-coded to make it even easier to spot what to action or interrogate next. Phrase criticality is also indicated in a coloured capsule which matches that of the Script builder.
Reporting on Overall Score
You are also able to download the Channel’s various QA reports from this page by clicking on the Generate Report button. This will take you through the normal flow to download our single-sheet QA reports.
For more detail on exporting QA Reports from Voyc, please see this related article