Notifying agents when a call is scored
What we'll cover
This article discusses how to alert an agent and their manager when a call is scored.
What is a call score?
A call score is a reflection of the agent's performance on a call relative to a scorecard. Call scores can be powerful tools for helping track agent performance over time. They can also be useful to identify areas for training and development.
Notifying an agent and their manager that a call has been scored
Once a call has been scored, the scorer will have the option to notify the agent and manager via email.
To notify the agent and their manager:
- At the bottom of the scorecard panel there is a button marked Save score. Immediately to the right of that button is an icon with an envelope.
Note that you may or may not see the Auto score button depending on your account settings.
- Click the envelope icon one time. Once clicked it should turn a darker shade of orange.
- Click Save score.
In some cases, once Save score is clicked, a pop-up notification will be displayed asking the user to confirm that unscored items will be marked N/A
- Once Save score is clicked, the button (both the Save score and the envelope) should return to a muted pigment. The agent and their manager will now receive an email informing them that the call has been scored.
If additional changes are made to the scorecard, the Save score button will be shown in a darker shade of orange. This gives the user the opportunity to save incremental changes without sending email notifications.
Further reading
MosaicVoice offers a number of tools to further customize notifications. The below articles give further details: