Customer interactions Custom scores

What is 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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Custom scores consolidate key metrics detected by categories into a score for each interaction. Tethr customers work with our data analytics team to define criteria and create a score that's custom-made for their needs.

Submit a support ticket or reach out to your Tethr account manager to get started.

Custom scores make it easy to:

    • Automate existing processes like QA and compliance monitoring 
    • Consolidate key metrics into one measurement
    • Scale up your review process to include 100% of interactions loaded into Tethr
    • Reduce time spent manually reviewing interactions

What makes up a score?

In the interaction archive, navigate to the scores tab to see the parts of a custom score and how many points each part is worth.

Screen_Shot_2022-09-28_at_2.36.53_PM.pngClick Show details to see the categories that make up each part of the score and which categories were detected on this interaction.


How is a custom score configured? 

Scoring allows for the combination of Tethr data with mathematical operations. Tethr provides the data, and the score definition provides instructions on what to do with that data. Once a score has been defined and published, the engine will apply those instructions to every interaction in the scope of the score to return a numerical result.

Scores can be configured using library categories, custom categories, or a combination of both.

Example configuration: 


What's next?