UNFYD.SCOR is used to systematically measure and evaluate the performance of individual agents by tracking key metrics like call handling time, first contact resolution, customer satisfaction, and adherence to company policies, allowing managers to identify areas for improvement, provide targeted coaching, and recognize outstanding performance, ultimately aiming to enhance customer experience and overall contact center efficiency.

UNFYD.SCOR enables identifying overall conversation trends, by identifying intents, sentiment, problem types, business issues identified (cross-sell, up-sell, collection issues etc..)

Key points about a scorecard & analytics :

Performance evaluation: It provides a structured way to assess agent performance based on specific criteria, including both hard skills (like call duration) and soft skills (like empathy).

Identifying strengths and weaknesses: By analyzing data from the scorecard, managers can pinpoint areas where agents excel and where they need additional training or support.

Feedback and coaching: Scorecards enable managers to give targeted feedback to agents, highlighting areas for improvement and providing constructive coaching opportunities.

Motivation and recognition: By showcasing high-performing agents, scorecards can be used to motivate the team and incentivize positive behavior.

Quality assurance: Scorecards help ensure that agents are adhering to company standards and delivering consistent quality service to customers.

Business Analytics: Incorporate GenAI capabilities in analyzing data, enterprises can identify business signals, which are hidden within the conversation, otherwise not captured in a normal analytics model