In Assignments - scoring type, what is mean by comment level?

Overview:

When using comment-level scoring in SupportLogic, it’s important to understand the limitations regarding Agent or Responder selection during audits.

Key Details:

• What is Comment-Level Scoring?

  This mode evaluates each individual comment on a case rather than assessing the case as a whole. Every comment is scored separately for quality, tone, sentiment, and other metrics.
  
  

• Agent/Responder Selection Not Available

  When comment-level scoring is enabled, you cannot manually select a specific Agent or Responder to audit. Since the focus is on the individual comments, the scoring mechanism treats each comment as a standalone unit, regardless of who authored it.
  
  

• Use Case for Comment-Level Scoring

  • Ideal for organizations focused on granular feedback.

  • Helps identify trends or behaviors at a micro level (e.g., tone shifts mid-conversation).

  • Enables more accurate measurement of communication quality across different touchpoints.
    
    
    

Recommendation:

If your goal is to assess performance by specific agents or responders, consider using case-level scoring instead. This mode allows aggregation of interactions under a single agent, making it easier to audit individual performance.

Note: Switching between scoring levels will affect what data and filters are available for review and audit purposes.