Login to the admin portal: fieldspark.3fourlabs.com
Tab Team Member Profiles on the left
Search for the Team Member and click on their name to dig into their metrics.
A graph appears and defaults to the user’s DialogIQ scores for the last 30 days. The time period can be altered in the top-right of the graph. The available options are: 30 days, 60 days, 90 days, and the Past year.
Hovering over a dot on the graph will show the total number of recordings for that data point and the average Dialogue IQ score across those recordings.
Below the graph you will find Utilization Metrics and DialogIQ Metrics
Utilization Metrics has the below information:
Jobs with recordings: shows the percent of their jobs with completed FieldSpark recordings
Comments reviewed: shows the percent of comments left by you that the technician has reviewed
Completed trainings: shows the number of trainings that have been completed
Completed role plays: shows the number of role play sessions that the technician has practiced.
DialogIQ Metrics shows the below information:
DialogIQ score shows the average score over the time period selected in the top right of the graph
Overall tone shows either positive, neutral, or negative. This is an average of the tone expressed for the selected time period.
Script alignment shows as score out of 100 indicating how closely aligned they are to the script. This is an average of the script alignment for the selected time period.
Talk time shows the percentage of time the technician spoke during their conversation with the customer. This is an average for the selected time period.
Please note: to dig into specific recordings that might be of interest on the graph, note the date and find those recordings below the metrics in the Recordings section. You can change the rows per page from 10 to 25, 50, or 100 if you are trying to view older recordings.