Overview

Conversations in Score are created when your customer's ticket or interaction is brought in through one of our integrations (Read more on integrations here). They are then evaluated by our quality assurance and voice of customer AI agents that will provide you with insights into the conversation's quality.

Conversation Types (Channels)

Score currently supports 3 interaction channels — Calls/Voice, Email and Chats.

Page Layout

Conversation Details

On the left side of every conversation you will have all the data points and quick summaries generated by us to help you get a gist of this conversation in 60 seconds.

This section will contain the following:

1. Conversation title and channel.

2. Conversation date: The creation date of the ticket or interaction on the platform from which this conversation was brought in.

3. Representative: The representative associated to the ticket, based on the assignee of the ticket at the time of resolution.

4. Core Issue: An AI generated summary of the issue faced by the customer.

5. Resolution Provided: An AI generated summary of the final resolution provided by the support representative.

6. Custom fields: Fields that are not created by Score, but rather brought in from the platform from which the conversation originated.

Conversation QA Score & Customer Concerns

On the center of the screen you can see the scores of your playbook and speech which are assessed by our AI agents. Along with the evaluations of applicable playbooks and also the mined and categorized customer concerns from the conversation.

Playbooks

Based on your Playbooks and their assignment rules (More on this here), you can have one or more playbooks assigned to your conversations for evaluation. Each evaluated criteria will be grouped into their parameters and will come with their results—Yes, No or NA.

For each evaluation, you can review the remarks from our AI QA agent by clicking the "Show remarks" button.

Manual Audits (Admins & Managers Only)

You can manually edit the evaluations done by our AI QA agent using the "Edit Result" button.

Customer Concerns

You can view both the primary and secondary concerns which the customer raised during the interaction under the "Customer Concerns" tab.

Transcript

For all types of conversations, we show the transcript for the conversation along with a summary that should be a 60-second read and filters to find or hide certain kinds of dialogues.

Actions

On the top right of every conversation, you will find options that allow you to take actions on the specific conversation.

1. Hide/Show Transcript: Allows you to hide the right panel which shows the transcript.

2. Mark as reviewed: Admins and managers can mark conversations as reviewed so that there is an indicator that can avoid confusion and repetition in their workflow. This can also be used for tracking in our Analytics.

3. Remove AI Evaluation: Admins and managers can remove all AI work from the conversation in case the conversation should not have been audited.

4. Add as test case: Will add this conversation to the test cases of all the playbooks that were evaluated on the conversation.