Minimum 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) be assigned minimum scores that are used only after the form's score is calculated. Minimum scores prevent a component's or form's score from reaching a score lower than the minimum score defined. If a component's score is calculated to be X, if X is lower than the minimum score defined for that component, the component's/form's score is set equal to the minimum score instead.

Minimum scores 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).