Скачать или смотреть Gain Accurate & Aligned Call Evaluations with Enthu.AI’s Calibration Report!

Ensuring consistent and accurate call evaluations is key to improving agent performance and quality standards. In this video, we’ll walk you through the Call Calibration Report in Enthu.AI, helping you analyze discrepancies and improve evaluation alignment.

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Once all participants submit their evaluations, the system generates a detailed report with two key tabs:

📌 Summary Tab:
-Identify the number of questions with variance.
-Compare the average scores of QAs, QMs, and agents to detect scoring misalignment.
-Gain a high-level overview of evaluation consistency across teams.

📌 Details Tab:
-Get a granular breakdown of responses at the question level.
-Analyze subjective comments from each participant.
-Compare individual variances against the Master Calibrator’s score to pinpoint discrepancies.

For example, if one QA scores an agent at 60% while another scores them at 30%, the variance highlights differences in interpretation, ensuring necessary recalibrations.

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💡 Why is this important?

-Standardizes the evaluation process for fairness and accuracy.
-Helps QAs and managers identify and resolve misaligned scoring.
-Enhances agent feedback with more reliable assessments.

Enthu.AI’s Call Calibration Report empowers teams with data-driven insights to improve coaching and maintain quality assurance across all evaluations.
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