How to use average scores and where to find it.
The average score denotes how an agent fared across all sections of the scorecard and is only available for pass and fail grades.
You can download a report of average scores of all agents within the sub-unit to assess who are high or low performers. Go to the right side of the ‘Evaluations’ page, below the yellow ‘+Upload conversation file’ button. Click on ‘Report’ to access the list of reports available for download.