Calibration

Yes, calibration sessions can be scheduled based on your organizational workflow, whether weekly, monthly, or on an as-needed basis.. 

Yes, calibration scores are viewable in the Calibration module, allowing participants to see how their scores compare with other evaluators. 

Calls, chats, or cases chosen for multi-evaluator scoring are used for calibration. These are typically representative samples that highlight common scenarios or challenging evaluation situations. 

QA teams, supervisors, and managers typically participate in calibration sessions to ensure alignment on evaluation criteria and scoring standards. 

Calibration is a process designed to align evaluators on consistent scoring standards. Multiple evaluators assess the same interaction to ensure scoring accuracy and reduce subjectivity.