Help & Support Documents

QA calibration in contact centers is a process used to ensure that quality assurance (QA) evaluations are consistent and accurate across different evaluator...

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...

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...

The subject of a Calibration session is the agent or the person whose conversation is selected for evaluation. The Calibration session includes the followin...

The green and red bubbles next to Participants' names indicate their scorecard completion status in the Calibration session. Green Bubbles: These i...

Calibration In-Progress: This status indicates that the Calibration session is ongoing because not all the assigned participants have completed the evalua...

There is no difference between call calibration and chat calibration.  Call Calibration: Involves evaluating a call recording on quality parameters by the...

In a Calibration session, you can include the following roles as participants: Quality Analysts (QAs) Quality Managers (QMs) Admins Team Leaders (TL...

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...

No, you cannot add two master calibrators in a single session.  This includes: Two internal master calibrators Two external master calibrators ...