1. Select a Conversation

  • Go to the Call Analysis screen and select a conversation against which you want to calibrate your quality team.


2. Add to Calibration

  • Open the selected conversation.
  • In the header, click on the “Add to Calibration” option.


3. Select a Scorecard

  • A pop-up will appear prompting you to select a scorecard for the calibration.
  • Choose the desired scorecard. If the call has only one scorecard attached, you will be redirected to the Calibration session form directly.


4. Add Participants

  • Fill in the Calibration session name and add participants according to the roles. 


5. Add Master Calibrator 

  • If the master calibrator is internal you must select at least two participants. One can be from any role (QA, QM, TL, Admin, Agent), and the master calibrator must be selected from these participants.

  • If the master calibrator is external, you need to add at least one participant from any role and one custom master calibrator.

  • To add a custom master calibrator, click on, ‘Add Custom’ enter their name and email address. 


6. Invitations

  • All selected participants will receive an email invitation to the Calibration session.


(First screenshot: email invitation for the internal participants)

(Second screenshot: email invitation when Master Calibrator is outside enthu.ai)


7. Fill the Scorecards

  • Invited users can fill out the scorecards through the email action button, as shown above.
  • Alternatively, they can also click on the “View” button within the “Calibration” menu screen, as shown below.


8. Complete the Session

  • Once all participants, including the custom master calibrator, have filled out the scorecards, the Calibration session is complete.


9. Download the Report

  • You can download the report and check the variations among the evaluators in comparison to the Master Calibrator