Custom evaluation criteria allow you to assess calls based on the specific standards, skills, and behaviors that matter most to your organization. This guide will walk you through creating evaluation criteria tailored to your team’s needs. Follow these steps to create and customize your evaluation criteria in Insight7.

Getting Started #

Step 1: Upload Calls and Navigate to Analysis #

1. Upload new calls to your Insight7 account, or
2. Go to Projects and select an existing project
3. Click Analyze to run a custom analysis

Step 2: Access Performance Evaluation #

1. Select Create Dashboards
2. Choose Performance Evaluation
3. Pick a criteria template to start with

Step 3: Customize Your Criteria #

1. Click Customize Criteria at the top of the page
2. Review the existing criteria in the template

Delete or Replace Criteria #

• Remove criteria that don’t fit your needs
• Replace them with criteria relevant to your organization’s standards

Edit Sub Criteria and Weighting #

• Click on any criterion to expand and edit its sub criteria
• Adjust the weighting of each sub criterion to reflect its importance
• Higher weights mean that criterion has more impact on the overall score

Add New Criteria #

• Click Add Criteria to add the new scoring method and weighting to your analysis

Step 4: Run Your Evaluation #

Once you’ve customized your criteria:

1. Review your changes to ensure they align with your evaluation goals
2. Run your evaluation to analyze your calls using the custom criteria
3. View results in scorecards, coaching insights, and performance dashboards

Tips for Effective Custom Criteria #

Start with a Template

• Use existing templates as a foundation
• Modify rather than building from scratch to save time

Keep Criteria Clear and Specific

• Ensure evaluators understand what each criterion measures
• Make criteria observable from the call recording

Balance Your Weighting

• Prioritize the most important skills and behaviors
• Ensure weights add up to 100% within each category

Test Before Full Rollout

• Run evaluations on a small sample first
• Refine criteria based on initial results
• Generate individual scorecards and aggregate reports

5. Review Your Results #

6. Share Insights with Your Team #

Insight7 makes it easy to collaborate:

Export Reports:

• Export insights to share

Set Up Notifications:

• Get alerts when calls score below threshold
• Receive keyword notifications (e.g., “cancel,” “competitor”)
• Schedule weekly performance summaries