You can create quality score skills to assess agent performance and align them with audit checklist questions for skill score calculation. Based on the scores obtained in quality skills, appropriate training courses can be recommended for agents.

• When a skill is associated with an audit checklist item, the assigned score for that item becomes the score for the corresponding quality skill for that specific agent.

• These scores are then weighted and averaged for all items within a particular category, considering the total number of evaluated cases.

For example, if the checklist category is Communication and the parameters/items are mapped to skills such as greeting, active listening, and empathy, you can calculate the quality score for the communication skill by incorporating a weighted averaging mechanism for these parameters for each case. In the provided example, the weighted average for the communication skill is calculated as 64.45.

In conclusion, implementing a structured approach to assess agent performance through quality score skills and aligned audit checklist questions provides a comprehensive framework for continuous improvement. By associating specific skills with checklist items and calculating scores based on individual cases, brands can identify areas of strength and improvement for each agent. The weighted averaged scores within each category offer a clear overview, allowing for targeted training recommendations to enhance agent skills and, consequently, overall customer interactions.

To View Quality Scores for Agents' Skills

Within Unified Routing, navigate to Agents. To access the quality scores for various skills, hover over the Options icon and choose Edit for the specific agent in which you are interested.