Viewing Transcript Scores

You can also view the application scores of individual transcripts. To view the scores for a particular application from the File Details page, first select the Application Scores tab, then select View Scores next to the application name. The File Details Page displays Coverage Scores for all upper-level categories and Count Scores for leaf-level categories. Hit/Miss scores for a category can be inferred from the presence (Hit) or absence (Miss) of scores.

Figure 1. Application Scores on the File Details Page

Expand a top-level category to see the breakdown of lower-level category scores. These scores are updated each time the application is reprocessed.

Figure 2. Transcript with Application Scores and Highlighting

  1. Select a score to highlight (in the transcript) the category phrase that the application scored on. You may need to scroll the transcript view up or down before the highlighted part of the transcript is visible. This highlighting enables you to see the part of the transcript that contains the phrase that the application scored on.

  2. If more than one phrase in the transcript is highlighted, V‑Spark will also display blue up and down arrows in the right margin of the transcript. Use these arrows to step between highlighted phrases within the transcript.

Select the score again to turn off highlighting for that score.

Application scores are also included in the JSON transcript for each call under app_data within the scorecard object. JSON transcripts contain Coverage and Count Scores for the entire application.

Note: The sample JSON files in this document use ellipses ( ... ) to indicate where more than one of a certain type of section can be present in a JSON file of that type.

To download the JSON file of a transcript while viewing a file's File Details page, select JSON from the file download choices listed beneath the audio control. Your web browser will save the JSON file to your local computer.

Figure 3. JSON Scorecard Object
    "scorecard": {
      "AppStatsGold": {
        "Text multi levels with exclude phrase filters": {
          "subcategories": {
            "lvl 1 Communication Skills": {
              "subcategories": {},
              "score": 1
            },
            "lvl 2 Client Informed": {
              "subcategories": {
                "lvl 2 Share Info": {
                  "subcategories": {},
                  "score": 1
                },
                "lvl 2 Warm Hold": {
                  "subcategories": {},
                  "score": 1
                },
                "lvl 3 Agent Actions": {
                  "subcategories": {},
                  "score": 0
                }
              },
              "score": 0.666667
            },
            "lvl 1 Compliance": {
              "subcategories": {},
              "score": 0
            }
          },
          "score": 0.555556
        },...
      },...
    }

Categories and lower-level categories are contained within fields for each application. The score for the category is contained in the score field at each level. Higher-level categories show the average of all the scores of their lower-level categories, and leaf-level categories display their count scores.

JSON files that are exported from the File Details page always contain the most recent scores. JSON files that are exported in bulk from the Folders page or via the API may only contain the application scores from the first time that the file was transcribed unless the update JSON option was selected during application reprocessing.