Overview
Our Performance Analytics color coding is designed to provide a clear and intuitive visual representation of your performance metrics. Tiles that are colored green are used to indicate good performance and red is used to alert you on areas of concern. The deeper the green, the stronger the performance, while darker reds signify more critical areas of poor performance. Grey tiles are neither good nor bad. This visual cue makes it easier to interpret your data at a glance, helping you quickly identify both strengths and areas needing improvement.
Standard Color Coding
Most performance analytics will follow the standard color scores. From the screenshot above, these will apply to the Positive Sentiments, the Resolution column, and Auto QA Summary scores. This should also apply to Auto QA Templates and Scorecards. The standard color coding system works as follows:
High Scores: These are scores 70% or higher and are graded from lightest green to darkest green, indicating strong performance.
Darkest Green: Represents the most excellent performance, typically for 100%.
Dark Green: Shows highest level of strong performance, scores are from 90% to 99%.
Mid Green: Indicates a solid performance, with scores from 80% to 90%.
Lightest Green: Represents a score just between 70% and 80%, indicating satisfactory performance.
Neutral Scores: These are scores that are either considered average or do not have enough information to score on.
Grey: Reflects that there is not information to attribute to strong or poor performance. Typically these are N/A tiles for Auto QA when there aren't enough records to generate score for that particular question or section.
Lightest Pink: These are scores between 60% to 70% that show average performance.
Low Scores: These are scores below 60% shaded in pink/red, with the intensity increasing as the score decreases. The deeper the red, the more urgent the need for corrective measures.
Light Pink: Suggests that some areas that may need attention for scores between 50% to 60%.
Mid Pink: Indicates concerning performance, with scores around 40% to 50%.
Dark Pink: Reflects more significant concerns, with scores from 30% to 40%.
Darker Pink: Reflects more significant concerns, with scores from 20% to 30%.
Red: Represents the lowest scores, typically below 20%, indicating critical areas requiring immediate attention.
N/A Scores: Typically N/A tiles shows for Auto QA when there aren't enough records to score for that particular question or section.
Grey: Reflects that there is not information to attribute to strong or poor performance.
Sentiments Color Coding
The Negative and Neutral Sentiment columns operate differently from other performance score sections. This reversed color gradient for Negative Sentiments allows for a quick visual assessment of the sentiment impact on performance. The more intense the red, the greater the negative sentiment, and vice versa for green. Neutral and N/A areas remain grey to help to ensure that only significant data is highlighted.This distinction is crucial because the sentiment scores aren't necessarily better if they are higher. Here’s how it works and why:
Color Coding Explanation:
Negative Sentiment: These colors will be the opposite of what is expected for the same scores in the standard color system. This is because if there are higher percentages of Negative Sentiments for an agent, this indicates concerning customer service.
Higher percentages of Negative Sentiment: Darker shades of red will indicate a higher negative sentiment score. This means there were more conversations where the agent was considered to have a negative tone. This intense red alerts you to areas where sentiment is particularly unfavorable, suggesting that there might be underlying issues that need to be addressed.
Lower percentages of Negative Sentiment: These are shaded in green, with darker greens representing the lowest negative sentiment. The less conversation that the agents have with negative sentiments, the better their performance.
Neutral Sentiment: Scores in this column will not change color and will remain grey. These percentages are showing how much the agent speaks in a neutral manner which is neither positive nor negative if it is higher or lower.
Conclusion
Understanding the nuances of the color coding system, particularly the differentiation in the Negative Sentiment Tab, is key to effectively interpreting your performance data. Whether you're tracking positive performance or managing negative sentiment, the color gradients provide a straightforward and powerful tool for performance analysis.
If you have any further questions or need additional clarification, please reach out to our support team at support@echoai.com.