Criteria

Criteria is an entity that defines the specific trait or aspect you want to evaluate in a conversation, such as Question Handling. When scoring calls, each criterion is given a score out of 100 based on the checklist that defines the criterion. The total score for the call is then calculated by averaging the scores for all criteria. Symbl.ai supports two types of criteria: Managed and Custom. Managed Criteria are predefined by Symbl.ai and cannot be modified, whereas Custom Criteria are user-defined and can be tailored to specific needs.

Managed Criteria

Managed Criteria are predefined by Symbl.ai and cannot be modified. Call Score API currently supports four managed criteria out-of-the-box for evaluation that is defined by Symbl.ai. Here are the managed criteria:

Communication and engagement: Gauges the effectiveness of a sales representative's communication style and their ability to engage with the prospect. It considers aspects such as the setting agenda, creating alignment, active listening signals, and the ability to maintain a balanced conversation flow.
Question handling: Assesses the sales representative's ability to answer questions and handle objections from the prospect.
Sales process: Measures how well the sales representative adheres to the organization's sales process and protocols. It involves checking if the representative is following the BANT methodology in qualifying a prospect. This criteria only applies to sales calls in the Qualification sales stage.
Forward Motion: Evaluates the progression of the sales conversation towards a positive outcome, such as setting a follow-up meeting, securing a commitment, or closing a deal. It measures the representative's ability to move the conversation forward effectively and purposefully.

Custom Criteria

Custom Criteria is a user-defined criteria tailored to meet your specific needs in evaluating conversations. This feature allows you to create detailed criteria for precise assessments. Each custom criteria will contain a checklist of questions along with their priority.

Key Components

Name: Provide a clear and specific name for each criterion to identify its purpose.
Checklist: Develop a comprehensive array of questions for thorough assessment. This checklist helps in evaluating different aspects of the conversation.
Priority: Assign importance levels to each item on the checklist to ensure critical areas are weighted appropriately. Higher priority items significantly influence the overall score, emphasizing essential qualities. This helps in highlighting and improving crucial performance areas.
- Priority Levels
  - High Priority: Critical aspects with the highest weightage in scoring a conversation.
  - Medium Priority: Important aspects with moderate weightage in scoring a conversation.
  - Low Priority: Less critical aspects with minimal weightage in scoring a conversation.
Description (Optional): Add context or guidelines for each criterion to provide clarity on its application.
Tags (Optional): Use labels to categorize and organize criteria for easy management and quick retrieval.

Use Cases

Tailored Evaluations: Custom criteria ensure that evaluations are aligned with your business goals and key performance indicators.
Flexibility: Easily update and modify criteria to reflect changing priorities and regulatory requirements.

To get started with custom criteria, refer the following links