Using Quality Information
Find Quality Fields
See our blog post on the Field Gallery for more information.
Displaying the fields in Browse Calls
These fields are enabled by default. To see them in Browse Calls, simply add them with the field picker.
Simple Filtering by Quality Fields in Browse Calls
In the search filters box, you can work all sorts of wonders. For instance, here we typed
The most equivalent search for CS/SCS scores would be
Of course if you have mixed device types of both old and new, you could have both:
Similarly, you could
These search filters follow you though to General Report if you click the “Graph calls over time” link in the upper right.
Simple Filtering by Quality Fields in General Report
Similarly, you could
These search filters follow you back to Browse Calls if you click the “See calls” link in the upper right.
Using Quality as “over” or “split by” fields
A different way to look at that data is over MLQK. If you are using the newer quality scores, you’ll want something like over SCSR_overall. You could easily use *any* of the fields here, give them a try!
The app is smart enough to put the continuous “MLQK” scores into intelligent buckets. Here by default it had divided up things into tiny little 0.005-sized buckets, so I changed it to show it in fewer, large sized buckets via the # of bins setting.
Note we left a search filter in place – this is fine!
Or even more fun, split by one of the fields. This means we go back to over time but then splits the resulting columns up by the split by field. Well, a picture is worth a thousand words:
Note in this case there are *two* settings for # of bins. The first is associated with the time, so setting this small gives you fewer but bigger chunks of time across the bottom. The second is associated with the split by field, setting this one smaller or larger adjusts how big of buckets the MLQK is put into. Play with both of those settings a bit (one at a time!) and you’ll see how they work.
Read more about this in our blog on the new quality scores. It’ll be fun, we promise! Well, if not fun, at least it’ll be useful!
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