Baseline scores

Categories, sections, and forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. can (optionally) have assigned baseline scores. A baseline value is a positive or negative integer that is added to the component score.

Baselines values can be used to give bonus scores, regardless of the actual answer: For example, to reward and emphasize special behavior.

Baselines only take effect when at least one question in the category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. or section is answered with a non-null answer: That is, an answer that affects the score.

The following examples demonstrate how baseline scores are used:

Example 1: A question has a baseline of 20 and scores 10 points. For this question, the final score is 30.
Example 2: A category that includes several questions is assigned a baseline of 100.

The following rules are set for category scoring:
- Questions with a No response reduce the category's score by 5 points.
- Questions with a Yes response do not change the category's score.