Grading conversations

Grading scores each call against a rubric you write, such as "agent verified the caller's identity". Grade is off on a new application, so if you cannot find Grading in the menu, nobody has turned it on yet.

What you'll need

• The Voice IntELIEgence app in your top bar.
• This permission: Voice · Grading - View.
• Turning Grade on and writing the rubric needs Voice · Settings - Update. Scores appear once a conversation processed after that has finished.

If Voice IntELIEgence isn't in your top bar, your role can't view it or your plan doesn't include it. Ask a workspace administrator, or see Permissions and module visibility.

Steps

1. Turn Grade on

   In the application's Settings, open Outputs & Grading and switch Grade on. Under Grading rubric, give each criterion a Label and say, under What counts as met?, exactly what the agent has to do. Select Add criterion for more, then Save changes at the top.

   

   Settings open on Outputs & Grading with the Grade switch ringed, switched on below Summary, Action items, Topics & sentiment and Talk-time stats.

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2. Open Grading

   Grading now appears in the application's menu. Choose 7 days, 30 days or Custom at the top right; it starts at 30 days.

   

   The Grading page with Grading ringed in the menu: average grade, pass rate, lowest criterion Confirms the order or account, 3 graded calls, the grade distribution, criteria performance and the graded conversations with their agents.

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3. Read the summary

   The tiles show Avg grade, Pass rate (≥70%), Lowest criterion and Graded calls. Grade distribution counts calls per letter, and Criteria performance shows the share of calls meeting each criterion against the 70% pass line.

4. Find the weak calls

   Graded conversations lists each call with its agent and grade, and under the grade how many criteria were met. Narrow it with Search by conversation…, then select View conversation on a row to open it.

5. Check one call

   On the conversation's Outputs tab, the Call Grade card shows the letter, the band, the percentage and one row per criterion marked Met, Partial, Not met or N/A.

   

   The Call Grade card for refund-request-order-4471.m4a: D, Needs improvement, 67%, 2 of 3 met, with Greets and gives their name Met, Confirms the order or account Not met and Says what happens next Met.

What success looks like

• Grading appears in the menu, and Conversations gains a Grade column.
• A call processed after the change has a Call Grade card with one row per criterion.

How a grade is worked out

Each criterion is judged as met (full marks), partly met (half) or not met (none). A criterion that does not apply to the call is left out entirely rather than scored zero. The grade is the percentage of the marks available. It cannot be edited; to change how calls are judged, change the rubric, which applies to calls processed afterwards.

Score	Grade	Band
90% and above	A	Excellent
80-89%	B	Good
70-79%	C	Fair
60-69%	D	Needs improvement
Below 60%	F	Poor

70% is the pass line throughout the module, and a grade below 60% puts an Attention banner on the conversation.

If something goes wrong

Symptom	Likely cause	What to do
No Grading in the menu, and a saved link opens Dashboard instead.	Grade is off for this application.	Turn it on under Settings, Outputs & Grading.
Add at least one rubric criterion when Grade is enabled.	Grade is on with an empty rubric.	Add a criterion, then select Save changes.
A message says to say what counts as met for a criterion.	That criterion has a label but no guidance, and the grader cannot judge it.	Fill in What counts as met? for it.
No graded conversations yet	Nothing graded has finished, or the period leaves it out.	Choose a wider period, or select View conversations.
The Call Grade card reads Grading not enabled or not run.	That call was processed while Grade was off.	Calls processed from now on are graded.

Next

• Voice application settings - where Grade and the rubric live.
• Reviewing a conversation - the Call Grade card in context.
• Voice analytics - grades by agent.