https://support.tethr.com/hc/en-us/categories/201234238-About-Tethr About Tethr
https://support.tethr.com/hc/en-us/sections/202103128-Feature-updates Feature updates

Overriding a Custom Score

New feature: content organization, collaboration and filtering

This article describes a new feature that may not be available to all users. If you don't see this feature and want to learn more, please contact your Tethr admin.
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What is a custom score?

Custom scores surface insights on every interaction, helping you automate and scale things like QA monitoring and compliance audits. Occasionally, you may find discrepancies between the automated score and the events that occurred in the interaction. If this happens, you can manually adjust the score for that interaction. 

Important Note: Proprietary scores like TEI and AIS can not be changed; only custom scores can be overridden. If you don’t have a custom score configured, reach out to your Account Manager to learn more.

 

Overriding a custom score

After reviewing an interaction, select the Scores tab. Click on a score or select Show Details to view the parts of each score. If a score can be overridden, you will see a pencil icon.

ScoresTab_-_Gif.gif

There are two user permissions for overriding a custom score: Requesters and Approvers. Requesters can request a score change. Approvers can approve score change requests and make changes without submitting a request.


Requesters:

Click the pencil icon to request a change to the score. Adjust the points, leave a comment, and submit your request. 

 

Approvers:

Click the pencil icon to override the score. Adjust the points, leave a comment, and save your changes. The score will reflect your changes in a few minutes; no reprocess is required. Diagonal lines indicate that a change was made to the score. 

You can revert to the original score by clicking Revert to Original in the score details.

 

Check the status of an override request 

Requesters:

Navigate to the Scores page using the account menu to view the status of your score override requests.

Scores_Page_-_REQ.gif

Approving an override request 

Approvers:

When a score override request is submitted, Approvers will receive a notification in Tethr. Click the notification or navigate to the Scores page using the account menu.

Elements of the scores page

Frame_1ScoresPageFigma.png

  1. List of score override requests 
  2. Sort requests by status
  3. Approve or decline requests directly from the list
  4. View the interaction to approve or decline the request in the call archive
  5. Status of the request

 

Changing User Permissions

Changes in permissions require a support ticket, but Tethr Admins can view a list of Approvers and Requesters in User Groups.