Calibration Session
QA calibration in contact centers is a process used to ensure that quality assurance (QA) evaluations are consistent and accurate across different evaluator...
Tue, 30 Jul, 2024 at 12:25 PM
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 Ca...
Tue, 6 Aug, 2024 at 7:32 AM
A Master Calibrator is an individual whose evaluation is used as the baseline for comparison during the calibration process. This person’s response is consi...
Tue, 30 Jul, 2024 at 12:37 PM
The subject of a Calibration session is the agent or the person whose conversation is selected for evaluation. The Calibration session includes the followin...
Mon, 8 Sep, 2025 at 5:52 AM
The green and red bubbles next to Participants' names indicate their scorecard completion status in the Calibration session. Green Bubbles: These i...
Tue, 30 Jul, 2024 at 12:39 PM
Calibration In-Progress: This status indicates that the Calibration session is ongoing because not all the assigned participants have completed the evalua...
Wed, 31 Jul, 2024 at 3:29 AM
There is no difference between call calibration and chat calibration. Call Calibration: Involves evaluating a call recording on quality parameters by the...
Wed, 31 Jul, 2024 at 3:19 AM
In a Calibration session, you can include the following roles as participants: Quality Analysts (QAs) Quality Managers (QMs) Admins Team Leaders (TL...
Wed, 31 Jul, 2024 at 3:32 AM
You can add a master calibrator either from existing team members (i.e. members with a login access to enthu.ai) or from external team members (i.e. members...
Tue, 30 Jul, 2024 at 12:46 PM
No, you cannot add two master calibrators in a single session. This includes: Two internal master calibrators Two external master calibrators ...
Wed, 31 Jul, 2024 at 3:42 AM