Avondx VA - User Guide

What is an engagement?

An engagement is a complete conversation between a Customer Service Associate (CSA) and a customer. It is composed of multiple utterances (individual recordings) that are grouped together by the Avondx VA system.

How is data visibility determined?

Data visibility is strictly controlled by your assigned role and scope. Store Managers can only see data for their assigned store, Regional Managers for their region, and so on. CSAs can only view their own engagements.

How is the overall score calculated?

The overall score (0-100) is the sum of points awarded across multiple criteria. Each criterion has a maximum weight configured by your Organization Manager. The AI evaluates the transcription against these criteria to award points.

Can a score be changed manually?

No, scores are generated objectively by the AI model based on the configured criteria. If you believe a score is inaccurate, you can flag the engagement for review, which helps improve the AI model over time.

What do the different flag severities mean?

Critical: severe violations. Moderate: important but non-critical. Low: minor issues.

What happens when an auditor confirms a flag?

When an auditor confirms a flag, it becomes a permanent part of the CSA's compliance record. Confirmed flags are factored into compliance reports and may trigger additional review workflows depending on the severity and frequency of flags for that associate.

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User Guide

Getting Started

Compliance

Scoring

Role Guides

Frequently Asked Questions