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Voyc’s scorecard route feedback feature enables users to provide direct feedback on the accuracy of conversation routing, and hence the accuracy of conversation scoring. This feature is available on the grading tasks panel. To help you get started, this article will walk you through the process using the scorecard route feedback feature. First, let’s define what is an expected conversation routed and an unexpected routed conversation.
Expected versus Unexpected Routed Conversations
Voyc gives you the ability to create multiple scorecards on a single canvas. However, if the scorecards are not well configured, there might be some issues experienced with conversations being routed to the right scorecards for accurate scoring. An expected routed conversation is one that has been assessed against the correct scorecard by virtue of being sent to the correct route in a multi-routed scorecard. On the other hand, an unexpected routed conversation is one that has been assessed against a incorrect scorecard. Here’s an example of what happens to an unexpected routed conversation.
Causes of unexpected routing can be attributed to things such as:
Lack of unique keywords.
Not enough routes/scorecards created for the various call types available in a channel.
📙Learn More: To improve your understanding of keyword refinement in a scorecard, read this article.
Now that we have thoroughly discussed the concept of routing, let's delve into the process of using the route feedback feature.
Getting Started with Scorecard Route Feedback
Once you’ve selected a sample of conversations to grade, click on the first conversation that you’d like to start with. This will open the conversations grading panel. Begin the grading process by navigating to the workflow section.
📙 Learn more: If you’d like to learn more on grading conversations read this article.
Follow the steps below to provide feedback on routing:
Start the Evaluation Task:
In the grading tasks, click on the first task named Evaluation.
Click the Start Grading button to begin grading your conversation.
This Gif illustrates how to initiate a workflow task
Provide Feedback on scorecard route:
Click the thumbs up or thumbs down button to give your feedback.
A message will appear acknowledging your feedback.
Complete Grading: Click the Review Scores button then click on the Complete Grading button.
This Gif illustrates how to give feedback of scorecard route
If you click the thumbs down button, a box will appear where you can provide reasons or describe why you believe the conversation was incorrectly routed.
This Gif illustrates how to provide reasons for unexpected routed conversation.
Once you have provided feedback on a conversation and return to your list of conversations, you will notice that the workflow task is now pending. The system will not allow you to provide feedback again without rescoring the conversation.
📝 Take note: You can only give feedback once on a conversation, unless you decide to rescore the conversation, to learn more on how to rescore conversation read this article.
This image illustrates how to rescore conversations
Frequently Asked Questions
If I click on cancel grading, will I be able to provide feedback again?
If I click on cancel grading, will I be able to provide feedback again?
No, you will need to rescore the conversation to provide feedback again.